Full-Time West Coast Majors Customer Success Manager

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 to shape a safer future. Our full-service technology solution is trusted by communities to help solve and deter crime. Our holistic public safety platform is comprehensive, providing actionable evidence to solve, deter, and reduce crime.

The OpportunityFlock’s high-value accounts are growing in complexity. These partners require strategic guidance, stakeholder alignment, and operational rigor. We need a leader to guide top-tier Customer Success Managers. This role ensures we deliver true partnership to our most influential customers.

The Skillset

• Lead, coach, and develop a team of 5-6 Customer Success Managers.
• Drive Net Revenue Retention through adoption, engagement, and expansion.
• Provide hands-on coaching for managing complex relationships.
• Guide the team through onboarding, renewal, and expansion processes.
• Establish and refine playbooks, systems, and workflows.
• Partner cross-functionally with Sales, Product, Support, and Deployment.
• Track, analyze, and communicate key performance metrics.
• Set goals, expectations, and accountability measures for CSMs.
• Represent strategic customer voice internally.

About You

• 5+ years of customer-facing leadership experience, 3+ years managing Enterprise-level Customer Success teams.
• Success managing complex accounts.
• Strong coaching skills.
• Deep understanding of Customer Success best practices.
• Skilled communicator and relationship builder.
• High emotional intelligence.
• Strong analytical skills.
• Willingness to travel up to 50%.

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