Scaled Customer Success Manager - FAN

Flock Safety Inc.

Job Overview

Location

Remote - USA

Job Type

Full-time

Full Job Description

📋 Description

• 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 model to ensure successful onboarding, adoption, and value realization.
• Day to day, the role involves managing high-volume inbound customer requests, leading onboarding and training sessions, developing self-service resources, identifying automation opportunities, analyzing customer behavior and support trends, and leveraging AI-powered tools to improve productivity and customer engagement.
• Flock Safety is a high-performance, mission-driven company building technology to reduce crime and protect privacy, with over $1B in funding and an $8.3B valuation, partnering with cities, businesses, schools, and neighborhoods to support over 1 million criminal investigations annually.
• In this role, you will develop scalable solutions, build operational playbooks, drive workflow optimization, and help shape the future of FAN’s operating model through continuous improvement, AI adoption, and process innovation while gaining deep expertise in scalable customer success operations.

🎯 Requirements

• 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
• Experience creating customer-facing documentation, training content, or knowledge resources
• Experience using CRM, Customer Success, and support platforms
• 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

🏖️ Benefits

• Flexible PTO: non-accrual PTO plus 11 company holidays
• Fully-paid health benefits including Medical, Dental, Vision, and HSA match
• 12 weeks of 100% paid parental leave, with an additional 6-8 weeks for birthing parents
• Fertility & Family Benefits: $50,000 lifetime maximum for eligible adoption, surrogacy, or fertility expenses via Maven
• Spring Health: mental health benefits including therapy, coaching, and medication management
• WFH Stipend: $150 per month
• Productivity Stipend: $300 per year for learning platforms
• Home Office Stipend: one-time $750

Skills & Technologies

Spring

Remote

Degree Required

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Flock Safety Inc.

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About Flock Safety Inc.

Flock Safety provides cloud-based automated license plate recognition and video analytics for law enforcement, private communities, and businesses. Its solar-powered cameras capture vehicle details, detect crimes such as theft and violent offenses, and generate evidence packages accessible via a web platform. The company emphasizes privacy controls, encrypted data handling, and configurable retention policies. Deployed across thousands of U.S. neighborhoods and agencies, the system integrates with existing public safety workflows to accelerate investigations, reduce response times, and improve crime clearance rates without adding patrol resources.

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