Scaled Customer Success Manager, Flock
FAN
$130-140k
+ equity
Mid and Senior level
Denver
Los Angeles
San Francisco Bay Area
Remote from US
Public safety operating system
Be an early applicant
Public safety operating system
1001+ employees
B2BSecurityMachine LearningCommunity
Be an early applicant
$130-140k
+ equity
Mid and Senior level
Denver
Los Angeles
San Francisco Bay Area
Remote from US
1001+ employees
B2BSecurityMachine LearningCommunity
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- To succeed in this role, you bring a strong customer-first mindset, operational discipline, and a passion for solving problems at scale. You thrive in fast-paced environments, enjoy balancing multiple priorities, and are energized by creating systems that improve both customer and team outcomes
- Experience in Customer Success, Support, Onboarding, Implementation, or Customer Operations within a SaaS environment
- Strong ability to manage a high volume of customer interactions while maintaining quality and accuracy
- Experience conducting customer onboarding, training, or implementation activities
- Strong troubleshooting and problem-solving skills
- Exceptional written and verbal communication skills
- Ability to balance urgency with attention to detail
- Experience collaborating across Product, Support, Billing, Sales, and Operations teams
- Strong organizational and project management skills
- Experience creating customer-facing documentation, training content, or knowledge resources
- Experience using CRM, Customer Success, and support platforms
- Comfort working with operational data, reporting, and customer health indicators
- Experience building scalable workflows, automation, or digital customer success programs
- Demonstrated ability to adopt, leverage, and become proficient with AI-powered tools to improve productivity, customer outcomes, and operational efficiency
- Experience using AI to streamline workflows, automate repetitive tasks, generate customer-facing content, analyze trends, and improve decision-making
- Curiosity and willingness to continuously learn, experiment with emerging technologies, and identify new ways to scale impact through AI and automation
What the job involves
- The Scaled Customer Success Manager (CSM) plays a critical role in delivering exceptional customer experiences at scale across the Flock Advisory Network (FAN). Supporting thousands of customers through a digital-first Customer Success model, this role serves as the frontline operational engine of FAN, helping customers successfully onboard, adopt, and realize value from their partnership with Flock
- This role exists to ensure customers receive timely, accurate, and high-quality support throughout their journey. As a Scaled CSM, you will manage a high volume of inbound customer requests, lead onboarding activities, deliver training and enablement programs, and build scalable solutions that reduce customer effort while improving outcomes
- Unlike a traditional FAN Customer Success Manager, the Scaled CSM owns key implementation and onboarding activities including account setup, kickoff calls, customer training, and activation support. The role combines the speed and responsiveness of a support function with the ownership and customer advocacy expected of Customer Success
- Success in this role requires balancing urgency with thoroughness. The ideal candidate can efficiently manage a large volume of customer interactions while maintaining a high standard of quality, communication, and resolution
- They proactively identify root causes, remove friction, and seek opportunities to create scalable solutions rather than repeatedly solving the same problems. They are also comfortable leveraging AI-powered tools and emerging technologies to improve productivity, streamline workflows, enhance customer experiences, and drive operational efficiency
- As FAN continues to evolve, this role will increasingly focus on workflow optimization, self-service experiences, automation, AI-enabled customer success programs, and operational improvements that allow the organization to support more customers without sacrificing customer experience
- Develop self-service resources, FAQs, knowledge base articles, and customer education materials
- Identify opportunities to automate repetitive customer interactions and workflows
- Build scalable customer engagement programs that improve adoption and reduce support dependency
- Analyze customer behavior and support trends to identify opportunities for scale
- Support implementation of automated communications, onboarding journeys, and customer success workflows
- Leverage AI-powered tools to improve customer education, content creation, onboarding effectiveness, and customer engagement at scale
- Serve as a key contributor to FAN's operational effectiveness and scalability
- Identify inefficiencies and opportunities for process improvement across onboarding, support, and customer success workflows
- Develop documentation, playbooks, and standard operating procedures
- Analyze customer feedback, case trends, and operational metrics to recommend improvements
- Partner with leadership to implement scalable solutions that improve efficiency and customer outcomes
- Contribute to workflow automation initiatives and operational transformation projects
- Identify and implement opportunities to incorporate AI and automation into customer-facing and internal processes
- Help shape the future operating model of FAN through continuous improvement efforts
- The First 30 Days
- Develop a deep understanding of FAN's operational workflows, customer lifecycle, onboarding experience, and digital-first support model
- Learn the core systems, processes, and tools used to support FAN customers, including case management workflows, escalation processes, SLA expectations, support channels, and customer account management best practices
- Partner with experienced team members to conduct kickoff calls, complete account setup activities, support customer onboarding, and guide customers through activation milestones to ensure they realize value from their FAN partnership quickly
- The First 60 Days
- Consistently manage customer onboarding, activation, and support activities while meeting or exceeding SLA, quality, and customer satisfaction expectations
- Independently lead kickoff calls, account setup activities, customer training sessions, and activation support, ensuring customers successfully adopt FAN programs and understand available resources
- Identify recurring customer questions, support trends, and onboarding friction points, then implement improvements through enhanced documentation, self-service resources, and process refinements
- 90 Days and Beyond
- Demonstrate consistent excellence in customer onboarding, operational support, and customer experience management while serving as a trusted resource for customers and internal stakeholders
- Drive measurable improvements in onboarding effectiveness, customer activation, self-service adoption, and operational efficiency through scalable programs and process enhancements
- Continue identifying opportunities to automate repetitive work, reduce customer friction, and improve operational consistency through workflow optimization and AI-enabled solutions
Application process
- Deadline to Apply: 31 August 2026 at 08:00 BST
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 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 builds technology systems that provide a means for smaller law enforcement agencies to quantify and share surveillance data easily. The company has raised strong funding to support the expansion of its manufacturing capabilities. But it has also faced a large dose of backlash from groups and individuals who are concerned about its capability for mass surveillance and the privacy of the data it collects.
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
40% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Mar 2025
$275m
LATE VC
Mar 2024
$200m
SERIES G
Total funding: $857.8m
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
(Founder & 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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