Director, Customer Success
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 $380M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Meritech Capital Partners, and Initialized Capital. Now surpassing a $4B 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 a Director, Customer Success to lead our Commercial Success Management Team. This person will coach an experienced team of CSMs as well as help drive value for our largest and most strategic customers. This role will require a wide skill set with the ability to effectively lead a team as well as represent the Commercial segment with cross functional partners.
This is a fully remote position with expectations of traveling an average of one time per quarter.
The Skillset
5+ years in leading a team in a customer facing capacity.
3+ years delivering complex projects to drive value and enhance the customer journey.
Track record of building successful outcome-driven relationships with key clients and collaborating with cross functional teams.
Equally comfortable driving day-to-day operations and coaching of CSMs as building strategy and long term vision.
Exceptional executive presence; comfortable engaging with executives and developing relationships at all levels of a customer organization.
Creating and delivering new processes to a team of high performing CSMs.
Willingness to travel to customer sites
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
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 Director, Customer Success at Flock Safety.
The First 30 Days
Time to learn! Soaking up as much information as possible on our platform and customers to confidently develop a strategy for the Commercial Customer Success team.
The First 60 Days
Drive early change. Identify quick wins in the way we deliver value to our Commercial Customers.
90 Days & Beyond
You are running trainings in all aspects of Flock and have a strong opinion on the roadmap for future offerings
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 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.
Executive Interview: Connect with a cross functional leader to discuss how you drive strategy and what skills will make a candidate successful here at Flock.
The Perks
💰Salary & Equity: In this role, you’ll receive a starting salary of $170,000-$210,000 as well as stock options
🌴Use what you need PTO: We seriously mean it, plus 11 company holidays and your birthday off!
⚕️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 2024, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
🧠Mental Health: All employees receive an annual subscription to Headspace.
💖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.
💻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.
🏢Coworking Space: If you’re not local to our ATL HQ, we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area).
🐾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.