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 $380M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Meritech Capital Partners, and Initialized Capital. 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 Opportunity
Flock Safety is looking for a motivated, strategic, and organized individual to join our Commercial Customer Success Team as a Digital Customer Success Manager.
Our CSMs will continue to support that mission through a 1:M “Digital Success” approach to Customer Success. This includes proactive, personal outreach coupled with meaningful, automated tech touchpoints. The Digital Customer Success Manager 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.
This is a fully remote position, with the expectation being that our CSMs will spend the majority of their time interacting virtually with our customer base (calls, emails, campaigns, 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.
The Skillset
- 2+ years experience in a customer success or account management role (prior CSM experience preferred)
- Proven ability to build and manage relationships, internally and externally (preferably in a SaaS environment)
- Experience using CRM tools, including Salesforce and Gainsight
- Comfortable with de-escalation management and navigating tough conversations with a solutions-oriented mindset
- Experience processing renewals
- Highly adaptable individual who embraces change and knows how to pivot when confronted with new challenges
- Ability to make decisions and react when time is of the essence
- Communicates clearly and concisely about both technical and non-technical subject matter
Feeling uneasy that you haven’t ticked every box? That’s okay; we’ve felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day.
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 Digital Customer Success Manager at Flock Safety.
The First 30 Days
- CSM will spend weeks 1 & 2 going through standard onboarding and completing training modules to ramp up in the role. They’ll become familiar with our mission, product, relevant cross-functional teams, and resources and tools to do their job.
- CSM will dive into the customer journey to understand what our customers experience before they reach Success.
- CSM will review core Commercial verticals (Retail, Healthcare, Property Management), to better understand product use cases and ROI.
- By weeks 3 & 4, CSM will be introduced to a segment of customers in their final book of business.
The First 60 Days
- Continue to engage and build relationships with other internal teams across the company that impact their work (ex: Support, LE/CS Success, Billing, Field Ops, Engineering, etc)
- Begin customer introductions in addition to taking ownership of newly implemented/installed customers
- CSM owns customer training webinars for all newly assigned accounts
- CSM should be owning their schedule fully; conducting at least 3 success calls per day
- CSM should be able to handle general escalations by utilizing resources available to them, cross-functional teams, and their manager
- CSM is able to start tracking accounts and OKR progress via Gainsight to get perspective on how their pacing toward individual goals
90 Days & Beyond
- At this point, CSM should be incredibly self-sufficient in their day-to-day tasks. They can take on a more consultative role with their accounts and feel confident in the information they share.
- CSM will have their full book assigned to them (and designated accounts in the pipeline).
- CSM should be able to raise issues or concerns from customer feedback that can be shared with the Product Team for future improvements.
- CSM handles the processing of renewals and partners accordingly with sales on expansion efforts.
- CSM owns NPS and customer sentiment via reactive follow-ups and proactive engagement campaigns.
- CSM can not only handle smaller escalations but can navigate through ambiguous issues and present suggestions for resolution. CSM owns a majority of the coordination and execution of retention/success plans.
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.
- 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.
- 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.
- The Technical Assessment: Our technical assessments seek to test the hard skills required to do the job. Engineers may find themselves in coding interviews or architecture discussions, sales roles may present mock discovery calls, and leadership roles may craft 90 day plans. Your recruiter will inform you of which assessment you will be assigned and ensure you are fully prepared for your big day.
- The Panel: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values. Depending on the team and role you are interviewing for, you may meet with several teammates as well as cross-functional partners.
- 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 of 75,000- 105,000K 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: 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. We will reimburse $10,000 a year for adoption, surrogacy, or fertility.
🧠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.
📚Productivity 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.
