Job Details

Customer Success Manager - Community Safety

Flock Safety

Job Description

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

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 5,000+ 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 $75,000-$90,000 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

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