Manager of Majors Customer Success, Flock Safety
$215k
OTE
$172k
BASE
+ Flock Safety Stock Options. OTE includes $43,000 variable.
Gainsight
Expert level
Remote from US
More information about location
Public safety operating system
Open for applications
Public safety operating system
501-1000 employees
B2BSecurityMachine LearningCommunity
Open for applications
$215k
OTE
$172k
BASE
+ Flock Safety Stock Options. OTE includes $43,000 variable.
Gainsight
Expert level
Remote from US
More information about location
501-1000 employees
B2BSecurityMachine LearningCommunity
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- 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
- Experience with Gainsight or other CS platforms preferred
What the job involves
- 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
- 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
- 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
Application 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
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
Top investors
40% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Mar 2025
$275m
LATE VC
Mar 2024
$200m
SERIES G
Total funding: $857.7m
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 HQ
Home Park, Atlanta, GA
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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