Senior Manager, Customer Success Operations

Who is Flock?

Flock Safety provides the first public-165ksafety operating system that empowers private communities and law enforcement to work together to eliminate crime. We are committed to protecting human privacy and mitigating bias in policing with the development of best-in-class technology rooted in ethical design, which unites civilians and public servants in pursuit of a safer, more equitable society. 

Our Safety-as-a-Service approach includes affordable devices powered by LTE and solar that can be installed anywhere.  Our technology detects and captures objective details, decodes evidence in real-time, and delivers investigative leads into the hands of those who matter. 

While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fun relationships even when we are physically apart. Our flock of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. Flock Safety is headquartered in Atlanta and operates nationwide. We have raised over $380M in venture capital including a recent Series E round led by Tiger Global.  Now surpassing a 3B valuation, Flock is scaling quickly and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

Additional Information 

• How To Succeed at Flock Video 
• Flock’s Series E Announcement 
• How We Stop Crime and Protect Privacy 
• Flock’s Framework 
• Ethics Center

The Role

Atlanta, Georgia, USA OR Remote (USA)

As a Senior Manager, Customer Success Operations, you will play a crucial role in ensuring our customers have the best possible experience with Flock Safety. You will work closely with the Customer Success leadership team to develop, implement and optimize operational processes that drive customer satisfaction, retention and revenue growth.

How you’ll make an impact:

• Develop and implement operational processes to support Customer Success, including but not limited to, customer onboarding, renewals, upsells, cross-sells, and customer feedback.
• Design and maintain an efficient customer support structure for quick and accurate customer issue resolution.
• Monitor and analyze customer data to identify trends and insights, and use this information to develop and execute strategies that enhance customer engagement, satisfaction, and retention.
• Drive account planning and outreach prioritization across territories and customer groups.
• Partner with the CSM and Sales teams to align on account plans and identify expansion opportunities. 
• Improve CPQ quoting process for existing customers to ensure timely and accurate renewals.
• Develop and maintain strong relationships with key customers to understand their needs, gather feedback, and address any issues or concerns they may have.
• Work closely with the Product team to ensure customer feedback is incorporated into the product roadmap.
• Collaborate with cross-functional teams to ensure successful onboarding, adoption, and expansion of our product offerings.
• Define and track customer success metrics and KPIs, develop and implement strategies to improve them over time.
• Serve as the internal owner and champion of customer success tools like Gainsight.
• Develop and manage customer success processes and workflows to drive operational efficiency, including customer segmentation, playbooks, and metrics reporting.

We’re looking for people who:

• 5+ years of experience in Customer Success Operations, Customer Support Operations, or related field in a high-growth technology company.
• Deep understanding of SaaS/subscription business models and customer success best practices.
• Strong analytical skills with the ability to leverage customer data and feedback to identify trends and insights.
• Proven experience in managing and developing a team of customer success operations professionals.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels.
• Strong project management skills with the ability to prioritize, multitask and manage multiple initiatives in a fast-paced environment.
• Experience working with customer success technology, especially Salesforce &a