Customer Success Manager, Regional (Los Angeles) at Flock%20safety

WHO IS FLOCK? Flock is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation. We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact. With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you. 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 a few times a quarter in the northeast. 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. ** Must be located in LA county to be considered ** 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 - Must be located in Pacific timezone to be considered - 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. SALARY & EQUITY In this role, you’ll receive a starting base of $119,200 base + $29,800 bonus as well as stock options and bonus potential. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat. THE PERKS 🌴Flexible PTO: We seriously mean it, plus 11 company holidays. ⚕️Fully-paid health benefits [Upgrade to PRO to see link] 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 [Upgrade to PRO to see link] 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 [Upgrade to PRO to see link] 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 three ERGs today - Women of Flock, Flock Proud, 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: $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. If an offer is extended and accepted, this position requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment. Applicants must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check. 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 [Upgrade to PRO to see contact]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process. At Flock, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level. Flock is aware of fraudulent individuals and agencies falsely claiming to represent our company. All legitimate communication from Flock will come from an email address ending in @flocksafety.com [Upgrade to PRO to see link] We do not make job offers through messaging apps, social platforms, or unauthorized third parties, and we will never request payment or sensitive personal information during the hiring process. If you encounter suspicious outreach related to a Flock role, please report it to [Upgrade to PRO to see contact]