Lead the team that partners with Flock’s most strategic, high value customers. If you know how to grow complex enterprise accounts, coach senior CSMs, and keep multi-threaded relationships tight and healthy, this remote leadership role sits right at the center of impact.
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 connect cities, law enforcement, schools, businesses, and neighborhoods in a nationwide public-private safety network, delivering real-time intelligence while prioritizing privacy and responsible innovation. Backed by nearly $700M in funding and a multi-billion-dollar valuation, Flock runs on a high-performance, low-ego culture built around urgency, ownership, and bold thinking.
Schedule
Full time, remote role based in the United States, with preference for candidates in New York, Boston, Atlanta, or East Coast hubs.
Travel up to 50% to meet customers, support your team, and deepen executive relationships.
Core hours aligned to U.S. business time zones, with flexibility for customer and internal leadership meetings.
What You’ll Do
- Lead, coach, and develop a team of 5–6 Customer Success Managers supporting Flock’s largest, most strategic accounts.
- Drive net revenue retention by instilling a proactive, strategic approach to adoption, stakeholder engagement, and expansion.
- Guide CSMs through complex, multi-threaded relationships with city leadership, law enforcement, and public safety decision makers.
- Oversee intricate onboarding, renewal, and expansion motions, aligning customer outcomes with commercial results.
- Build, refine, and scale playbooks, systems, and workflows that help the team deliver consistent, high impact results.
- Partner with Sales, Product, Support, Deployment, and other teams to ensure a seamless experience for major accounts.
- Track, analyze, and communicate key performance metrics to executive leadership, using data to spot risks and opportunities.
- Set clear goals and expectations for your team while fostering a culture of ownership, resilience, and continuous improvement.
- Represent the voice of strategic customers internally, surfacing product needs, adoption challenges, and partnership opportunities.
What You Need
- 5+ years of customer-facing leadership experience, including 3+ years directly managing enterprise Customer Success teams in a tech or SaaS environment.
- Proven success managing complex, strategic accounts with multiple stakeholders, long cycles, and nuanced renewal paths.
- Strong coaching skills with the ability to up-level experienced CSMs on strategic planning, executive engagement, and renewals.
- Deep understanding of Customer Success best practices and experience operationalizing strategic CS programs.
- Excellent communication and relationship-building skills with both internal teams and senior customer executives.
- High emotional intelligence and composure under pressure, especially during escalations and sensitive conversations.
- Strong analytical skills and comfort using data to drive decisions, tell a performance story, and guide priorities.
- Willingness to travel up to 50% to support customers and your team in the field.
- Experience with Gainsight or other CS platforms is a plus.
Benefits
- Competitive base salary in the range of 172,000 to 215,000 dollars, plus Flock Safety stock options and performance-based incentives.
- 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% paid parental leave for all employees, with additional recovery time for birthing parents.
- Fertility and family planning support through Maven, with a generous lifetime maximum for eligible expenses.
- Mental health support through Spring Health, caregiver support programs, and access to equity tax advisors.
- Employee resource groups, a monthly work-from-home stipend, annual productivity stipend, and a one-time home office stipend.
If you’re ready to lead a senior CSM team, own relationships with Flock’s most influential customers, and shape how major accounts experience the platform, this is one you should not scroll past.
Step into a role where your leadership, strategy, and coaching directly shape safety outcomes for entire communities.
Happy Hunting,
~Two Chicks…