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 $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B 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’s most strategic and high-value accounts are growing in complexity, scale, and importance. These partners require a different level of engagement - one that blends strategic guidance, stakeholder alignment, and operational rigor. As we expand into larger cities and deepen our footprint with critical public safety agencies, we need a leader who can guide our top-tier Customer Success Managers through the challenges of managing multi-threaded relationships, navigating political and operational environments, and driving long-term value across diverse stakeholders.

This role exists to ensure we’re delivering not just outcomes, but true partnership to our most influential customers. This leader will play a critical role in scaling our ability to serve complex accounts, driving consistency in execution, and unlocking expansion opportunities. This role will cover the West Coast.

The Skillset

Some challenges you’ll tackle

Lead, coach, and develop a team of 5-6 Customer Success Managers responsible for Flock’s largest and most strategic accounts.
Drive Net Revenue Retention by instilling a proactive, strategic approach to adoption, stakeholder engagement, and expansion.
Provide hands-on coaching for managing complex, multi-threaded relationships, including city leadership, law enforcement, and public safety decision-makers.
Guide the team through intricate onboarding, renewal, and expansion processes, ensuring customer success and commercial outcomes are aligned.
Establish and refine playbooks, systems, and scalable workflows that help the team consistently deliver high-impact results.
Partner cross-functionally with Sales, Product, Support, and Deployment to ensure strategic alignment and a seamless customer experience.
Track, analyze, and communicate key performance metrics to executive leadership; use data to identify opportunities and risks across the book of business.
Set clear goals, expectations, and accountability measures for CSMs while fostering a culture of ownership, resilience, and continuous improvement.
Represent the voice of strategic customers internally, offering insight into product needs, adoption barriers, and partnership opportunities.

About You

5+ years of customer-facing leadership experience, with 3+ years directly managing Enterprise-level Customer Success teams in a fast-paced technology environment.
Demonstrated success managing complex, strategic accounts with multi-stakeholder dynamics, long sales cycles, and intricate renewal paths.
A strong coach with the ability to up-level experienced CSMs, offering actionable guidance on strategic planning, executive engagement, and renewal navigation.
Deep understanding of Customer Success best practices, with a proven ability to design and operationalize strategic CS programs.
Skilled communicator and relationship builder, both with your team and with senior executives at customer organizations.
High emotional intelligence, with the ability to handle escalations diplomatically and maintain composure under pressure.
Strong analytical skills - comfortable interpreting data to drive decisions and tell a performance story.
Willingness to travel as needed to visit customers and support team development - up to 50%.
Experience with Gainsight or other CS platforms preferred.

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 in this role at Flock Safety.

The First 30 Days

You should have enough knowledge of Flock’s products and processes to feel confident leading a team and guiding them to the right resources
You should know your team and start a meeting operating rhythm with your team and cross-functional partners (1-1s, team meetings, other). Specifically:
- Team meeting set up
- Regular 1-1s set up - what’s the format?
- Create an OKR dashboard for your team and each individual on your team
- Team Slack Channel launched
Are fully managing your team and contributing to team and management discussions

The First 60 Days

You've successfully established a strong foundation by engaging with key stakeholders
Deepened your understanding of customer needs
Started to shape the team's strategic direction

90 Days & Beyond

You are now fully equipped to assess each team member’s performance within your coaching framework
Have identified and started working on strategies to improve the holistic team’s long-term success

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.

[Recruiters please adjust this based on the level appropriate standardized interview plans]

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.

Salary & Equity

In this role, you’ll receive a starting salary between $172,000 base + $43,000 variable ($215,000 total compensation) as well as Flock Safety 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.

The Perks

🌴Flexible PTO: We seriously mean it, 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, surrogacy, or fertility expenses.

🧠Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.

💖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.

💚ERGs: We want all employees to thrive and feel like they belong at Flock. We offer three ERGs today - Women of Flock, Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.

💻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.

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.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.

Manager, Majors Customer Success

Who is Flock?

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