Full-Time Customer Success Manager

Flock Safety is seeking a Customer Success Manager to deliver value and an exceptional experience to our largest and most strategic customers. This is a fully remote position.

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
• Drive growth in surrounding markets with referrals and references
• Be an internal customer champion
• Translate software functionality into terms that any customer can understand

The Skillset:

• 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
• Team player that contributes positively to overall team morale and company culture
• Willingness to travel

90 Days at Flock:

The First 30 Days: CSM will spend weeks 1 & 2 going through standard onboarding and completing training modules to ramp up in the role.

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

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

What is the last date for applying to the job?

Which countries are accepted for this remote job?