Customer Success Manager, Major Accounts - job 1 of 2

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 $450M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Meritech Capital Partners, and Initialized Capital. Now surpassing a $4B 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 an experienced Customer Success Manager to deliver value and an exceptional experience to our largest and most strategic customers. The Major Account Success Team will work as a trusted advisor to the largest Law Enforcement Agencies in America.

This is a fully remote position, with expectations that this individual will travel to visit their customers in person when necessary. 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.

How you’ll make an impact:

• Strategically partner and deliver value to 50-60 of our largest and most influential customers

• 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

The Skillset 

• 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

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 Customer Success Manager, Major Accounts at Flock Safety. 

The First 30 Days

• Complete onboarding activities and start to meet your peers and stakeholders

• Ensure a complete understanding of the tools and processes used for your daily tasks

• Gain access to a Flock Demo account and complete Flock Certifications (in app)

• Prepare for your initial mock success call and administrator training with manager (to be completed first week of 60 day window)

The First 60 Days 

• Delivery a Success Call and a Training Call

• Complete a comprehensive review of your book of business

• Executed an approved transition plan

• Successfully inherited your entire book of business at the end of 60 days

90 Days & Beyond 

• Now you’re rolling! You have learned and are comfortable within your role, and with the tools and systems needed to perform your daily job functions

• You have transitioned into your book of business and are actively performing your daily customer-facing activities

• Week over week you are demonstrating your ability to drive positive results within your book of business towards your individual and team wide Quarterly Goals (OKRs)

• You are actively contributing to team discussions and providing feedback on initiatives and processes; cementing your future at Flock as a peer leader on the Customer Success team

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. 

1. 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. 

2. 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. 

3. The Technical Assessment: Our technical assessments seek to test the hard skills required to do the job. You will be given a prompt and skeleton deck to build out to present in front of a Panel. The presentation portion of this interview is intended to be a mock Success Call with the panel. Your goal is to educate the panel on your professional experiences -- walking them through what happened, what you learned, the value of that lesson, and why it is relevant to being a CSM at Flock Safety.

4. 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 $110,000 - $135,000 of 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 $10,000 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 

💚ERGs: We want all employees to thrive and feel like they belong at Flock. We offer three ERGs today - Women of Flock, Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.

💸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.

🐾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 careers@flocksafety.com. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.