Customer Success Manager

Flock’s most strategic and high-value accounts are growing in complexity, scale, and importance, requiring a different level of engagement with strategic guidance, stakeholder alignment, and operational rigor. As they expand into larger cities and deepen their footprint with critical public safety agencies, they need a leader who can guide their top-tier Customer Success Managers through the challenges of managing multi-threaded relationships, navigating political and operational environments, and driving long-term value across diverse stakeholders. This leader will play a critical role in scaling their ability to serve complex accounts, driving consistency in execution, and unlocking expansion opportunities, covering the West Coast. Some challenges you’ll tackle include leading, coaching, and developing a team of 5-6 Customer Success Managers responsible for Flock’s largest and most strategic accounts, driving Net Revenue Retention by instilling a proactive, strategic approach to adoption, stakeholder engagement, and expansion, and providing hands-on coaching for managing complex, multi-threaded relationships, including city leadership, law enforcement, and public safety decision-makers.