Manager - Customer Success

Who is Flock?

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities businesses schools and law enforcement agencies - to shape a safer future together. Our full-service maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent providing the actionable evidence needed to solve deter and reduce crime across neighborhoods schools businesses and entire cities. Without compromising transparency or privacy we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment where a bias towards action is rewarded.

We have raised over $380M in venture capital from investors including Tiger Global Andreessen Horowitz Matrix Partners Meritech Capital Partners and Initialized Capital. Now surpassing a $3B valuation Flock is scaling intentionally 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.

The Opportunity

Flock Safety is looking for a Manager of Customer Success to lead and coach a team of CSMs to deliver value and an exceptional experience to our law enforcement customers.

This is a fully remote position with expectations that this individual will travel on site to customers and their team as necessary. This role will require exemplary leadership skills the ability to manage multiple projects at once critical thinking start-to-finish ownership a passion for building strong relationships a desire to coach CSMs and effective communication throughout every interaction.

The Skillset

• 3+ years experience leading customer facing teams (preferably customer success in a SaaS environment)

• Proven ability to build and manage relationships internally and externally (preferably in a SaaS environment)

• Comfortable with de-escalation management and navigating tough conversations with a solutions-oriented mindset

• Highly adaptable individual who embraces change and knows how to pivot when confronted with new challenges

• Can deliver honest and productive feedback to individuals on their team

• Communicates clearly and concisely about both technical and non-technical subject matter

• Diplomatic tactful and poised under pressure with a high comfort with ambiguity

• Demonstrate strong follow-through and ability to self-manage multiple tasks and projects at once

• Passionate about Customer Success; the people the relationships and the interactions that drive mutually beneficial results

• Team player that contributes positively to overall team morale and company culture

• Willingness to travel

• Experience using Gainsight or another CS platform preferred

Feeling uneasy that you haven’t ticked every box? That’s okay; we’ve felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day.

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days lead to good weeks which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired as a Manager Customer Success at Flock Safety.

The First 30 Days

• Get to know the product

• Build relationships and trust with your team (8-12 CSM)

• Attend CSM Calls dive into Gainsight review OKRs and meet with all direct reports

• Deepen your understanding of the sales process and our customers by listening to call recordings across the buyer's journey in each segment

• By the end of the 30 days  start a meeting operating rhythm with your team and cross-functional partners (1-1s team meetings other).

The First 60 Days

• Continue getting to know the customer

• Create a coaching frame work

• Establish a project plan

• Start work tracking in order to help your team achieve their goals

90 Days & Beyond

• Coach the team to drive Net Revenue Retention through proactive and strategic engagement/expansion efforts

• Ensure communication and collaboration with leaders across the business to achieve the most value possible for our customers

• Create processes and systems to drive raving promoters - we have a product that our customers truly love; it’s your opportunity to ensure our largest customers are seeing value from it.

The Interview Process

We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process your recruiter will guide you through the next steps and ensure you feel prepared every step of the way.

• Our First Chat: During this first conversation you’ll meet with a recruiter to chat through your background what you could bring to Flock what you are looking for in your next role and who we are.

• The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role the team expectations and what success means at Flock. This is your chance to really nerd out with someone in your field.

• The Panel: Learn more about the team responsibilities and workflows. You should be prepared to speak about past projects how you collaborate and communicate with others and how you live our values. Depending on the team and role you are interviewing for you may meet with several teammates as well as cross-functional partners.

• The Technical Assessment: Our technical assessments seek to test the hard skills required to do the job. Engineers may find themselves in coding interviews or architecture discussions sales roles may present mock discovery calls and leadership roles may craft 90 day plans. Your recruiter will inform you of which assessment you will be assigned and ensure you are fully prepared for your big day.

• The Executive Review: A chance to meet an executive and view Flock from a different lens. Be prepared to ask well-thought-out questions about the company culture and more.

The Perks

💰Salary & Equity: In this role you’ll receive a starting salary of $11500000-$145000K as well as stock options

🌴 Use what you need PTO : We seriously mean it plus 11 company holidays and your birthday off!

⚕️ Fully-paid health benefits plan for employees : including Medical Dental and Vision and an HSA match.

👪 Family Leave : All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.

🍼 Fertility & Family Benefits: We have partnered with Maven a complete digital health benefit for starting and raising a family. We will reimburse $10000 a year for adoption surrogacy or fertility.

🧠 Mental Health: All employees receive an annual subscription to Headspace .

💖 Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support

💸 Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants model tax scenarios and answer general questions.

💻WFH Stipend: $150 per month to cover the costs of working from home.

📚Productivity Stipend: $250 per year to use on Audible Calm Masterclass Duolingo Grammarly and so much more.

🏠Home Office Stipend: A one-time $750 to help you create your dream office.

🏢Coworking Space: If you’re not local to our ATL HQ we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area).

🐾 Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive transparent and collaborative. Mutual respect is central to how Flock operates and we believe the best solutions come from diverse perspectives experiences and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability please email us at [email protected]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.