Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.
We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.
With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.
At Flock, our ambition is to scale our business to beyond $1B in annual recurring revenue and beyond. To do that will require a sales operations transformation to drive more efficient and potent operations capabilities at scale. Underpinning that transformation is a business built over the past 7 years, grown organically and through acquisition.
We are seeking a strategic, operationally driven Director of Customer Journey Operations to lead and mature the operational backbone of our Customer Solutions and Success organization. In this role you will act as the right hand of our SVP of Customer Solutions and Success. This role will drive efficiency, scale, and predictable business outcomes by building and optimizing processes, systems, metrics, and cross-functional alignment that enable customer health, retention, expansion, and value realization at scale.
You will partner closely with Customer Solutions and Success leadership, RevOps/Sales Ops, Product, Finance, and GTM functions to translate strategy into executable plans and measurable results across the customer lifecycle. The ideal candidate blends analytical rigor, process excellence, technology fluency, and collaborative leadership, and proactively develops ideas to strengthen operational rigor and drive better downstream results.
Define, lead, and measure operational strategies and programs that improve customer outcomes, organizational efficiency, and business performance.
Translate high-level customer success strategies into operational execution plans with clear ownership, milestones, and KPIs.
Design, implement, and refine scalable processes for onboarding, adoption, renewals, risk mitigation, and expansion management.
Standardize and document best practices, SOPs, governance models, and operational playbooks.
Build and maintain operational dashboards, metrics, and analytics that provide insights into customer health, retention, churn risk, and growth opportunities.
Partner with analytics and RevOps to ensure data integrity across systems (CRM, CS platforms, business intelligence tools).
Own and optimize the Customer Success tech stack (e.g., Gainsight, Salesforce, LMS, automation tools) to support reporting, workflows, and decision-making.
Lead or support system implementations, integrations, and automation that scale operational capabilities.
Act as an operational liaison between CS and functions such as Sales, Product, Support, Marketing, and Finance to improve handoffs, alignment, and customer experience continuity.
Partner with enablement to ensure CS teams have the tools, training, and resources needed to execute effectively.
Coach, mentor, and develop operations professionals (if applicable), fostering a culture of excellence, accountability, and continuous improvement.
Lead change management and adoption efforts for new processes or systems across the organization.
A highly visible, strategic role with direct influence on Customer Success leadership and company growth.
The opportunity to shape the sales operating model and drive change at scale.
A collaborative, winning culture where excellence and continuous improvement is expected and modeled from the top down.
Experience: 10+ years of progressive experience in customer success, CS operations, revenue or go-to-market operations in B2B SaaS, with at least 3–5 years in a leadership capacity.
Proven ability to act as a trusted advisor to senior executives and influence strategic decisions without formal authority.
Technical Proficiency: Hands-on experience with CRM and CS platforms (e.g., Salesforce, Gainsight) and BI/reporting tools.
Analytical Skills: Strong analytical and strategic thinking skills with a data-driven approach to problem solving and reporting.
Cross-Functional Influence: Proven ability to work collaboratively across functions and drive consensus among stakeholders.
Communication: Exceptional verbal and written communication skills, with the ability to simplify complex ideas for diverse audiences.
Leadership: Demonstrated people leadership, prioritization, project and change management capabilities.
Comfortable working in ambiguity and shifting between high-level strategy and hands-on execution.
Experience scaling operations in a high-growth SaaS organization.
Track record of improving key CS metrics (retention, NPS, expansion, time-to-value).
Familiarity with customer lifecycle automation and digital engagement tools.
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.
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 in this role at Flock Safety.
Audit and Absorb: Build a deep understanding of the existing Customer Success tech stack (Gainsight, Salesforce, LMS), data flows, and current CS lifecycle processes from onboarding to renewal.
Establish Relationships: Embed yourself as the strategic "right hand" to the SVP of Customer Solutions and Success; establish trust-based partnerships with leadership across RevOps, Sales, Product, and Finance.
Understand the Metrics: Review the current state of customer health scoring, retention data, and expansion metrics to identify immediate "low-hanging fruit" for operational improvement.
Gap Analysis: Assess current friction points in the customer journey, including cross-functional handoffs and data integrity gaps between systems.
Define the Vision: Socialize an operational strategy for CS Ops that aligns with Flock’s $1B+ ARR ambition, focusing on predictable business outcomes and scalable reporting.
Optimize Early Wins: Standardize initial high-priority SOPs or playbooks for risk mitigation and renewal management to drive immediate efficiency for the CS team.
Execute the Roadmap: Define and launch a phased operational roadmap to execute the broader CS strategy, including system integrations and automation.
Drive Scale and Maturity: Develop a long-term resourcing and hiring plan for the CS Ops team while establishing a culture of accountability and continuous process improvement.
Measure Impact: Build and maintain high-visibility operational dashboards that provide real-time insights into churn risk, expansion opportunit
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