Help design and run the engine that keeps thousands of customers happy at scale. If you live for structure, automation, and making Customer Success more efficient through data and AI, this role lets you own a huge slice of Flock Safety’s long tail customer experience.
About Flock Safety
Flock Safety is the leading safety technology platform helping communities take a proactive approach to crime prevention and security. Their hardware and software connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public private safety network. Backed by nearly 700 million dollars in funding and a multi billion dollar valuation, Flock is a high performance, low ego team driven by urgency, collaboration, and bold thinking.
Schedule
Full time, remote role based in the United States.
Partner with teams across time zones in a fast paced SaaS environment.
Expect a mix of focus time for analysis and build work, plus recurring operational rhythms and cross functional meetings.
What You’ll Do
- Lead the Flock Advisory Network (Network Tier) team responsible for delivering a consistent, high quality experience to 8,000 plus customers and over 75 million in ARR.
- Own day to day operations for the Network segment, including case execution, SLA performance, detractor recovery, and predictable delivery.
- Design and run a digital first lifecycle from onboarding through adoption, renewals, and expansions for scaled customers.
- Ensure clean intake through Salesforce, with well orchestrated workflows in Gainsight across CTAs, Programs, dashboards, and lifecycle journeys.
- Safely deploy automation and AI assisted workflows, using prompts, agent assist tools, and clear guardrails to improve outcomes and efficiency.
- Act as a player coach by leading the team and also jumping in directly on cases, customer outreach, and NPS detractor recovery when needed.
- Stand up and maintain execution dashboards that track routing accuracy, SLA performance, case reasons, and top drivers across the Network segment.
- Run daily and weekly operational rhythms, including SLA reviews, routing audits, and performance check ins.
- Analyze trends in GRR, NRR, adoption, NPS, and detractor patterns, then translate those insights into concrete process improvements.
- Publish diagnostics and operating reviews that connect operational signals to renewal risk and recommend changes to workflows, automation, and staffing.
- Build and document best practices, playbooks, and workflows that can be rolled out to other Customer Success engagement models.
What You Need
- Proven track record in Customer Success, Digital or Tech Touch, Support, or CS Operations within a SaaS environment.
- Experience leading teams in complex service models and customer environments, with a focus on scaled engagement.
- Strong fluency with Salesforce routing, case management, and reporting.
- Hands on experience with Gainsight CTAs, Programs, dashboards, and lifecycle orchestration.
- Operational excellence across SLAs, QA, tagging taxonomies, intake workflows, and performance measurement.
- Practical experience with automation or AI assisted CS workflows, including comfort working with prompts and agent assist tools.
- Data driven mindset and the ability to turn messy signals into clear actions and priorities.
- Strong communication skills and a track record of partnering effectively with cross functional teams.
- Execution first leadership style, with a willingness to get hands on, coach, and own outcomes day to day.
Benefits
- Total on target earnings between 132,000 and 198,000 dollars, plus Flock Safety stock options.
- Flexible non accrual PTO, plus 11 company holidays.
- Fully paid health benefits for employees, including medical, dental, vision, and HSA match.
- Twelve weeks of 100 percent paid parental leave, with additional recovery time for birthing parents.
- Fertility and family planning support through Maven, with a lifetime maximum benefit for eligible adoption, surrogacy, and fertility expenses.
- Mental health benefits through Spring Health, including therapy, coaching, medication management, and digital tools.
- Caregiver support through Cariloop, plus access to Carta tax advisors for equity and tax guidance.
- Employee resource groups, monthly work from home stipend, annual productivity stipend, and a one time home office stipend to build your ideal setup.
If you are ready to own scaled Customer Success operations for thousands of customers and use automation and AI to make the team sharper and faster, do not sit on this one.
Step into a role where your systems thinking and execution muscle directly shape how customers experience Flock at scale.
Happy Hunting,
~Two Chicks…