Scaled Customer Success Manager - FAN

Flock Safety

Every community deserves to be safe, it's a fundamental right. Our mission is simple - to build technology that reduces crime and protects privacy. Flock partners with cities, businesses, schools, and neighborhoods to help protect where people live, work, and play. Last year, Flock technology supported over 1 million criminal investigations. We've also helped solve approximately 20% of reported crimes in areas where we're deployed, and have played a role in locating more than 10,000 missing people.

We are a high-performance team united by urgency, ownership, and a shared commitment to meaningful impact. The work is fast-paced and the expectations are high. We push beyond perceived limits, support each other, and hold ourselves accountable to delivering results that matter.

With over $1B in funding and an $8.3B valuation, we are scaling with intention and investing in the people who will help us build what others said could not be done. At Flock, you will find the opportunity to grow quickly, take on real responsibility, and contribute to something bigger than yourself.

The Opportunity

The Scaled Customer Success Manager (CSM) plays a critical role in delivering exceptional customer experiences at scale across the Flock Advisory Network (FAN). Supporting thousands of customers through a digital-first Customer Success model, this role serves as the frontline operational engine of FAN, helping customers successfully onboard, adopt, and realize value from their partnership with Flock.

This role exists to ensure customers receive timely, accurate, and high-quality support throughout their journey. As a Scaled CSM, you will manage a high volume of inbound customer requests, lead onboarding activities, deliver training and enablement programs, and build scalable solutions that reduce customer effort while improving outcomes.

Unlike a traditional FAN Customer Success Manager, the Scaled CSM owns key implementation and onboarding activities including account setup, kickoff calls, customer training, and activation support. The role combines the speed and responsiveness of a support function with the ownership and customer advocacy expected of Customer Success.

Success in this role requires balancing urgency with thoroughness. The ideal candidate can efficiently manage a large volume of customer interactions while maintaining a high standard of quality, communication, and resolution. They proactively identify root causes, remove friction, and seek opportunities to create scalable solutions rather than repeatedly solving the same problems. They are also comfortable leveraging AI-powered tools and emerging technologies to improve productivity, streamline workflows, enhance customer experiences, and drive operational efficiency.

As FAN continues to evolve, this role will increasingly focus on workflow optimization, self-service experiences, automation, AI-enabled customer success programs, and operational improvements that allow the organization to support more customers without sacrificing customer experience.

What You'll Do

• Develop self-service resources, FAQs, knowledge base articles, and customer education materials.
• Identify opportunities to automate repetitive customer interactions and workflows.
• Build scalable customer engagement programs that improve adoption and reduce support dependency.
• Analyze customer behavior and support trends to identify opportunities for scale.
• Support implementation of automated communications, onboarding journeys, and customer success workflows.
• Leverage AI-powered tools to improve customer education, content creation, onboarding effectiveness, and customer engagement at scale.
• Serve as a key contributor to FAN's operational effectiveness and scalability.
• Identify inefficiencies and opportunities for process improvement across onboarding, support, and customer success workflows.
• Develop documentation, playbooks, and standard operating procedures.
• Analyze customer feedback, case trends, and operational metrics to recommend improvements.
• Partner with leadership to implement scalable solutions that improve efficiency and customer outcomes.
• Contribute to workflow automation initiatives and operational transformation projects.
• Identify and implement opportunities to incorporate AI and automation into customer-facing and internal processes.
• Help shape the future operating model of FAN through continuous improvement efforts.

The Skillset

To succeed in this role, you bring a strong customer-first mindset, operational discipline, and a passion for solving problems at scale. You thrive in fast-paced environments, enjoy balancing multiple priorities, and are energized by creating systems that improve both customer and team outcomes. Ideal experience includes:

• Experience in Customer Success, Support, Onboarding, Implementation, or Customer Operations within a SaaS environment.
• Strong ability to manage a high volume of customer interactions while maintaining quality and accuracy.
• Experience conducting customer onboarding, training, or implementation activities.
• Strong troubleshooting and problem-solving skills.
• Exceptional written and verbal communication skills.
• Ability to balance urgency with attention to detail.
• Experience collaborating across Product, Support, Billing, Sales, and Operations teams.
• Strong organizational and project management skills.
• Experience creating customer-facing documentation, training content, or knowledge resources.
• Experience using CRM, Customer Success, and support platforms.
• Comfort working with operational data, reporting, and customer health indicators.
• Experience building scalable workflows, automation, or digital customer success programs.
• Demonstrated ability to adopt, leverage, and become proficient with AI-powered tools to improve productivity, customer outcomes, and operational efficiency.
• Experience using AI to streamline workflows, automate repetitive tasks, generate customer-facing content, analyze trends, and improve decision-making.
• Curiosity and willingness to continuously learn, experiment with emerging technologies, and identify new ways to scale impact through AI and automation.

90 Days at Flock

The First 30 Days

• Develop a deep understanding of FAN's operational workflows, customer lifecycle, onboarding experience, and digital-first support model.
• Learn the core systems, processes, and tools used to support FAN customers, including case management workflows, escalation processes, SLA expectations, support channels, and customer account management best practices.
• Partner with experienced team members to conduct kickoff calls, complete account setup activities, support customer onboarding, and guide customers through activation milestones to ensure they realize value from their FAN partnership quickly.

The First 60 Days

• Consistently manage customer onboarding, activation, and support activities while meeting or exceeding SLA, quality, and customer satisfaction expectations.
• Independently lead kickoff calls, account setup activities, customer training sessions, and activation support, ensuring customers successfully adopt FAN programs and understand available resources.
• Identify recurring customer questions, support trends, and onboarding friction points, then implement improvements through enhanced documentation, self-service resources, and process refinements.

90 Days and Beyond

• Demonstrate consistent excellence in customer onboarding, operational support, and customer experience management while serving as a trusted resource for customers and internal stakeholders.
• Drive measurable improvements in onboarding effectiveness, customer activation, self-service adoption, and operational efficiency through scalable programs and process enhancements.
• Continue identifying opportunities to automate repetitive work, reduce customer friction, and improve operational consistency through workflow optimization and AI-enabled solutions.

Salary & Equity

In this role, you'll receive a starting salary between $130,000 and $140,000 as well as Flock Stock Options. 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.

Location

We're building the impossible, together. To drive innovation through in-person collaboration, we're prioritizing candidates in our key hubs: Atlanta, Austin, Boston, Chicago, Denver, Los Angeles, New York City, and San Francisco. While we value the energy of our hub communities, we embrace remote work and welcome applications from exceptional talent across the United States.

The Perks

Flexible PTO : We offer non-accrual PTO, 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,