We are the first public safety operating system empowering over 2500 cities to eliminate crime.
Scaled Customer Success Manager
Location
California
Posted
7 days ago
Salary
$130K - $140K / year
Seniority
Senior
Job Description
Scaled Customer Success Manager
Flock Safety
• 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.
Job 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.
- 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.
Benefits
- Flexible PTO: We offer non-accrual PTO, plus 11 company holidays.
- Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.
- Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
- Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
- Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
- 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.
- ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.
- WFH Stipend: $150 per month to cover the costs of working from home.
- Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo and so much more.
- Home Office Stipend: A one-time $750 to help you create your dream office.
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