Customer Success Manager, Mid Market
Flock Safety
Who is Flock?
Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.
Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.
Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded.
We have raised over $500M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Meritech Capital Partners, and Initialized Capital. Now surpassing a $5.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.
The Opportunity
Flock Safety is looking for an experienced Mid Market Customer Success Manager to deliver value and an exceptional experience to our largest and most strategic customers. Our Commercial Success Team will work as a trusted advisor to some of the largest brands in the country.
This is a fully remote position, with expectations that this individual will travel to visit their customers in person when necessary. 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.
The Skillset
2+ years experience in a customer success or account management role (prior Midmarket, or Commercial preferred)
Experience handling a large book of business (50-75 mid market customers)
Proven ability to build and manage relationships, internally and externally (preferably in a SaaS environment)
Experience using CRM tools, including Salesforce and Gainsight
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
Ability to make decisions and react when time is of the essence
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 as needed
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 an Enterprise Customer Success manager 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 dive into the customer journey to understand what our customers experience before they reach Success.
CSM will review core Commercial verticals (Retail, Healthcare, Property Management), to better understand product use cases and ROI.
By weeks 3 & 4, CSM will be introduced to a segment of customers in their final book of business.
The First 60 Days
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 customer introductions in addition to taking ownership of newly implemented/installed customers
CSM owns customer training webinars for all newly assigned accounts
CSM should be owning their schedule fully; conducting at least 3 success calls per day
CSM should be able to handle general escalations by utilizing resources available to them, cross-functional teams, and their manager
CSM is able to start tracking accounts and OKR progress via Gainsight to get perspective on how their pacing toward individual goals
90 Days & Beyond
At this point, CSM should be incredibly self-sufficient in their day-to-day tasks. They can take on a more consultative role with their accounts and feel confident in the information they share.
CSM will have their full book assigned to them (and designated accounts in the pipeline).
CSM should be able to raise issues or concerns from customer feedback that can be shared with the Product Team for future improvements.
CSM handles the processing of renewals and partners accordingly with sales on expansion efforts.
CSM owns NPS and customer sentiment via reactive follow-ups and proactive engagement campaigns.
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 retention/success plans.
The Interview Process
We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way.
Our First Chat: During this first conversation, you’ll meet with a recruiter to chat through your background, what you could bring to Flock, what you are looking for in your next role, and who we are.
The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role, the team, expectations, and what success means at Flock. This is your chance to really nerd out with someone in your field.
The Technical Assessment: Our technical assessments seek to test the hard skills required to do the job. Engineers may find themselves in coding interviews or architecture discussions, sales roles may present mock discovery calls, and leadership roles may craft 90 day plans. Your recruiter will inform you of which assessment you will be assigned and ensure you are fully prepared for your big day.
The Panel: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values. Depending on the team and role you are interviewing for, you may meet with several teammates as well as cross-functional partners.
The Executive Review: A chance to meet an executive and view Flock from a different lens. Be prepared to ask well-thought-out questions about the company, culture, and more.
Salary & Equity
In this role, you’ll receive a base salary of $119,200 and a bonus of $29,800, as well as Flock Safety Stock Options.
The Perks
🌴Flexible PTO: We seriously mean it, 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. In 2025, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
💖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 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.
🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.
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 careers@flocksafety.com. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.
At Flock Safety, 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.