Customer Success Technologist

Salary: $119.2K Employment Type: Full-Time Location Type: Remote

Who is Flock?

Flock Safety is a technology company dedicated to eliminating crime and enhancing community safety. Our innovative platform unites cities, businesses, schools, and law enforcement agencies to collaboratively build a safer future. We provide a comprehensive, maintenance-free technology solution trusted nationwide to help solve and deter crime, ultimately creating safer communities for everyone.

Our holistic public safety platform is intelligent and comprehensive, delivering the actionable evidence required to solve, deter, and reduce crime across neighborhoods, schools, businesses, and entire cities. We transform unbiased data into objective answers without compromising transparency or privacy.

Flock aims to provide a career-defining experience that also allows you to make a tangible impact on your community. While safety is a serious business, we foster a supportive team environment that optimizes the remote experience to build strong and fulfilling relationships, even when physically apart. Our dedicated employees thrive in a positive and inclusive culture that rewards a bias towards action.

We have secured over $700 million in venture capital funding from prominent investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. With a valuation exceeding $7.5 billion, Flock is strategically scaling and seeking talented individuals to help us achieve our goal of reducing crime in the United States by 25% within the next three years.

The Opportunity

The Customer Success Technologist (CST) is a hybrid role focused on technical enablement and support. This position accelerates time-to-value and strengthens long-term adoption by serving as the primary technical resource for agency administrators, analysts, and training leads. CSTs also function as internal product experts, assisting Customer Success Managers (CSMs) with enablement, product training, and addressing daily technical inquiries.

This role acts as a crucial link between Customer Success, Product, Engineering, and Support teams, driving adoption, enhancing the customer training experience, and improving the overall customer journey.

The Skillset

Customer Support & Troubleshooting:

• Serve as the technical point of contact for frontline users (administrators, analysts, training leads).
• Triage inbound customer inquiries and resolve or escalate issues in collaboration with Support, Engineering, or Product teams.
• Provide ongoing technical support and ensure timely resolution of administrator-level issues.

Training & Enablement:

• Deliver onboarding and refresher training sessions (virtually and on-site) tailored for users such as patrol officers, analysts, and administrators.
• Own and execute "Train the Trainer" programs to effectively scale internal agency enablement.
• Communicate product updates and platform enhancements to drive feature adoption and user engagement.

Internal Product SME & CSM Enablement:

• Act as the first point of contact for CSMs seeking product knowledge, workflow guidance, or technical solutions.
• Partner with Product, PMM, and Enablement teams to:
  • Stay informed about the product roadmap and upcoming releases.
  • Ensure all enablement materials and customer-facing resources are accurate and current.
  • Implement internal train-back programs and role-based learning initiatives.
• Participate in customer calls and support escalations as needed to provide technical expertise.

Cross-Functional Collaboration & Feedback Loop:

• Collaborate with Product, Engineering, and Support teams to document customer pain points and identify opportunities for product improvement.
• Support the testing and rollout of new features with key customer partners.
• Champion the frontline user experience across all internal teams.

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.