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Customer Success Manager, Major Accounts

Remote, US
Customer Service

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 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.

Some challenges you’ll tackle

  • 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

About You

  • 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

Our Values 

Our values define how we approach our work every single day: 

  • Do the Work 
  • Optimism With a Plan 
  • Embrace Change to Grow
  • Protect the Whole Community 

To read more about our values, click here

Why Join Us?

While being surrounded by a bunch of cool people working to eliminate crime is its own reward, we have plenty more to offer: 

  • We have raised over $380M in venture capital and are backed by some of the top VCs including a16z, Tiger Global, Meritech and more
  • 91% of our employees recommend working here
  • We have an audacious goal of reducing crime in the United States by 25% over the next three years
  • 7% of crimes in the US are solved by Flock, and we help to solve ~200 crimes a day
  • We partner with 2100+ cities and 1500+ agencies across the US and process 1.65B+ images a week (we process more images than Instagram 🤯)

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 

💸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 [email protected]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

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