Customer Success Manager - Community Safety

Who is Flock?

Flock Safety provides the first public safety 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 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 Role

Who is Flock Flock Safety provides the first public safety 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 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. 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

Flock Safety is looking for a motivated strategic and organized individual to join our Community Safety Success Team as a Digital Customer Success Manager. This team is a tactical response to better scale and prioritize the success of our community safety (private) customers. CSMs will be focused on three core pillars: customer satisfaction retention and growth. Satisfied customers renew their Flock Safety subscriptions because they feel supported and understand the value of the product. Our CSMs will continue to support that mission through a true “1 to many” approach to Customer Success. This includes proactive personal outreach coupled with meaningful automated tech touchpoints.

This is a fully remote position with the expectation being that our CSMs will spend a majority of their time interacting virtually with our customer base (calls emails etc). This role will require exemplary time management skills the ability to manage multiple projects at once critical thinking start-to-finish ownership a passion for building strong relationships a desire to solve customer problems and effective communication throughout every interaction.

What You’ll Do as a CSM

• Work collaboratively with other CSMs to manage and provide value to our 5000+ Community Safety customers

• Increase Net Revenue Retention through proactive and strategic engagement/expansion efforts

• Ensure early product understanding and customer adoption via webinars optimization calls and providing best practices for community adoption

• Ability to work at scale but think strategically and tactically about every interaction to ensure stellar customer experience

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

• Bridge the gap between community safety and law enforcement by providing education on best practices to help foster communities focused on eliminating non-violent crime

• Be an internal customer champion (because no one knows them as well as you do!) - effectively communicating thoughtful and actionable feedback to teams across Flock (i.e. Product Sales Marketing) to help drive amazing customer experiences and enable market growth

• Translate software functionality into terms that any customer can understand

About You

• 2+ years experience in a customer-facing role (Customer Success Customer Support Business Development Growth & Expansion Account Management all count!)

• 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

• 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 locally (if necessary)

• Nice to have:

  • Experience working a scaled outreach programs

  • Experience working with any customer success platforms and tools such as Gainsight Salesforce and Sigma

  • Prior success working in a remote environment

Why Join Us?

Can you imagine a world without crime? We can. Our mission is simple to eliminate crime. We pride ourselves on building a community of low-ego and easy to work with people. What makes Flock Safety special is a combination of interesting work a compelling mission and a chance to change the trajectory of your career. We are at a unique inflection point where after a few (or many!) short years here we know you will accelerate your career and look back fondly on your time with us and the work you did to make your community safer.

💰 Salary & Equity : In this role you’ll receive a starting salary of $75000-$90000 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 : We provide 16 weeks of 100% paid leave for primary caregivers and 12 weeks of 100% paid leave for secondary caregivers.

🍼 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 infertility.

🧠 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.

📚L&D 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.