Director, Product Management - Customer Success

The Problem

As Flock continues to scale rapidly, expanding our post-sale customer operations through robust, modern technology is a top corporate priority. Scaling our Customer Success and Support ecosystems requires a strategic enterprise product partner to architect scalable platform infrastructure and integrate intelligent automation. You will lead our customer care platform execution, drive AI-assisted support frameworks, and engineer automated risk detection to empower our customer teams.

What You’ll Own

• Lead end-to-end product execution, system architecture, and technical roadmaps for customer care, contact center, and customer success platforms.

• Architect advanced automation capabilities, including AI-assisted support frameworks, chat-based auto-resolution engines, and automated Customer Success Manager lifecycles.

• Integrate automated risk detection models and real-time call-to-action triggers directly into post-sale operational platforms.

• Connect post-sale platforms to core business systems to ensure entitlement data, provisioning status, and contract records sync seamlessly without manual intervention.

• Translate customer usage telemetry signals into structured data inputs that trigger real‑time, actionable alerts for operational teams.

What This Role is Not

• This isn’t a traditional customer‑facing or CS operations management role, you will focus on technical product management, platform architecture, and software builds.

• This is not an isolated software project, you will partner daily with Support and Customer Success leadership to translate operational visions into scalable platform infrastructure.

• This isn’t a manual process management job, your core focus centers on eliminating manual data lookups by engineering agentic AI and automated workflows.

What You Bring

• Proven track record leading product managers and managing technical enterprise platforms within post-sale customer lifecycle domains.

• Hands‑on experience architecting, implementing, or integrating AI‑driven platform tools, including automated chat interfaces and natural language processing frameworks.

• Operational familiarity with enterprise customer management stacks, specifically Salesforce Service Cloud and Gainsight, focusing on health scoring, playbooks, and automated triggers.

• Demonstrated capability connecting customer success platforms to core business infrastructure and transforming usage telemetry into automated system behaviors.

• Strong cross‑functional partnership skills to map data handshakes, capture technical dependencies, and guide engineering partners toward stable builds.

Compensation

In this role, you’ll receive a starting salary between $200,000 and $250,000 as well as Flock Stock Options. Base salary is determined by job‑related experience, education/training, as well as market indicators.

Why Flock

Every community deserves to be safe. Flock builds the technology that makes that real: last year we supported over 1 million criminal investigations and helped locate more than 10,000 missing people. We’re 1,700 people building the impossible with over $1B in funding, and the expectations are high on purpose. If you want a role where the stakes are real and the pace matches, this is it.

Some problems get solved faster in the same room, so we prioritize candidates in Atlanta and Boston. Hub‑based roles mean real in‑person time with your coworkers. Remote roles exist, and when a posting is open to remote work, it says so.

Building the impossible takes every kind of mind. Flock is an equal opportunity employer, and we know the best solutions come from diverse perspectives, experiences, and skills working together with mutual respect. Everyone is welcome to apply.

On compensation: we pay fairly for the work. Base salary is determined by job‑related experience, education, training, and market indicators. The range in this posting covers base salary only and doesn’t include equity, sales bonus plans where applicable, or benefits. The range may be adjusted over time, and this posting may span more than one career level.