Customer Success Manager, Flock Safety
Law Enforcement
$90-110k
+ Equity & $0 – $10K Bonus
Public safety operating system
Be an early applicant
Public safety operating system
501-1000 employees
Be an early applicant
$90-110k
+ Equity & $0 – $10K Bonus
501-1000 employees
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- 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
What the job involves
- Flock Safety is looking for an experienced Customer Success Manager to deliver value and an exceptional experience to our largest and most strategic customers
- This is a fully remote position, with expectations that this individual will travel to visit their customers in person when necessary a few times a quarter in the northeast
- 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
- 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
- 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 review core Public Verticals (Law Enforcement Agencies, K-12 Education, Municipalities, Parks Departments) to better understand product use cases and ROI
- Learn our sales pitch and process
- CSM will begin being assigned cases in SFDC and working with customers
- The First 60 Days
- Continue to expand Flock Product knowledge
- 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 taking on full book of business (adding customers weekly) in addition to taking ownership of newly implemented/installed customers
- 90 Days & Beyond
- CSM will have their full territory assigned to them
- CSM should be able to raise issues or concerns from customer feedback that can be shared with Product for future improvements
- CSM is able to share upwards feedback on how to improve customer sentiment and experience
- CSM owns NPS follow-up process to create escalation plans when needed
- 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 plans
Application process
- 10 February 2025 at 07:00 GMT
- 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 two potential future bosses 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
- Presentation Interview: You will be given a prompt to build out to present in front of a Panel. The presentation portion of this interview will have three parts covering client onboarding, upset client mitigation, and fostering a client relationship. You will be able to connect with the hiring manager to bounce ideas off of and ask questions in advance, too
Our take
Public vehicle surveillance provides valuable insights to emergency services for the prevention of crime, but bringing information together to create leads is difficult. There's no standardised system for inter-city vehicle surveillance, and this makes it difficult for communities and law enforcement services to work together.
Flock Safety provides surveillance equipment that aims to improve the abilities of law enforcement and homeowner associations to communicate data with each other. The company focuses on vehicle surveillance, innovating on existing technology by using machine learning to categorise vehicles by color, license plate, state, and other data points.
Whilst automated surveillance equipment is used daily within federal police forces, Flock Safety builds technology systems that provide a means for smaller law enforcement agencies to quantify and share surveillance data easily. This data can then be automatically processed to help develop leads, a time-consuming process that would usually have to be completed manually.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
40% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Feb 2022
$150m
SERIES E
Jul 2021
$150m
SERIES D
Total funding: $382.7m
Company benefits
- 🌴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
Company values
- Embrace change to grow - The only “status quo” at Flock Safety are the outdated systems we plan to disrupt. Our employees know the importance of scaling a business that can continue to serve our growing number of customers and communities. We make a plan, but pivot for the greater good.
- Do the work - We value bias towards action and share a strong commitment to solving problems quickly. No task is beneath any of us, and we always go above and beyond to make communities safer.
- Optimism with a plan - Our teams and leaders set lofty goals, but not without thorough planning and sustained accountability. Here at Flock, you contribute to a positive and supportive workplace while benefiting from a high-performance culture.
- Protect the whole community - Our job at Flock is to positively impact all citizens of a community. Our technology impacts millions of lives of people we will never meet, and that is a serious responsibility.
Company HQ
Home Park, Atlanta, GA
Articles
Leadership
Garrett Langley
(CEO)They worked in Computer Services freelance for over 6 years before joining Firethorn in 2015, and Clutch Technologies in 2014. They left their position as President of Moment LLC to found Flock Safety in April 2017.
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