Customer Success Manager - Law Enforcement

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 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 in Southern Ohio, Virginia, Delaware, Maryland, and West Virginia. 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.

Some challenges you’ll tackle

• 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 Skillset

• 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

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 Customer Success Manager, Law Enforcement 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 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.

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.
• Peer/Panel Interview: 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.
• Presentation Interview: You will be given a prompt and skeleton deck to build out to present in front of a Panel. The presentation portion of this interview is intended to be a mock Success Call with the panel. Your goal is to educate the panel on your professional experiences -- walking them through what happened, what you learned, the value of that lesson, and why it is relevant to being a CSM at Flock Safety.
• 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.

Why Join Us?

💰Salary & Equity: In this role, you’ll receive a starting base salary of $90,000-$110,000 as well as stock options and bonus potential.

🌴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.

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.