Flock 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.
Flock Safety is looking for an experienced Customer Success Manager to deliver value and an exceptional experience to our largest and most strategic customers.
This is a fully remote position, with expectations that this individual will travel to visit their customers in person when necessary a few times a quarter in the northeast. 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.
** Must be located in LA county to be considered **
Some challenges you’ll tackle
Increase Net Revenue Retention through proactive and strategic engagement/expansion efforts
Ensure early product understanding and customer adoption via in person trainings, optimization calls, and providing best practices
Ability to build relationships and trust with multiple stakeholders within each department.
Create 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.
Drive growth in surrounding markets with referrals and references
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
Must be located in Pacific timezone to be considered
5+ years experience in a customer success or account management role
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
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 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 Customer Success Manager, Law Enforcement at Flock Safety.
The First 30 Days
CSM will spend weeks 1 & 2 going through standard onboarding and completing training modules to ramp up in the role. They’ll become familiar with our mission, product, relevant cross-functional teams, and resources and tools to do their job.
CSM will review core Public Verticals (Law Enforcement Agencies, K-12 Education, Municipalities, Parks Departments) to better understand product use cases and ROI
Learn our sales pitch and process
CSM will begin being assigned cases in SFDC and working with customers
The First 60 Days
Continue to expand Flock Product knowledge
Continue to engage and build relationships with other internal teams across the company that impact their work (ex: Support, LE/CS Success, Billing, Field Ops, Engineering, etc)
Begin taking on full book of business (adding customers weekly) in addition to taking ownership of newly implemented/installed customers
90 Days & Beyond
CSM will have their full territory assigned to them
CSM should be able to raise issues or concerns from customer feedback that can be shared with Product for future improvements
CSM is able to share upwards feedback on how to improve customer sentiment and experience
CSM owns NPS follow-up process to create escalation plans when needed
CSM can not only handle smaller escalations but can navigate through ambiguous issues and present suggestions for resolution. CSM owns a majority of the coordination and execution of plans.
In this role, you’ll receive a starting base of $119,200 base + $29,800 bonus as well as stock options and bonus potential. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat.
🌴Flexible PTO: We seriously mean it, plus 11 company holidays.
⚕️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. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
🧠Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
💖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.
💚ERGs: We want all employees to thri
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