[Remote] Manager, Customer Success Innovation & Programs at Flock Safety

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Proven track record in Customer Success, Digital/Tech-Touch, Support, or CS Ops within a SaaS environment
Proven track record leading teams in complex service models & customer environments
Strong fluency with Salesforce routing, case management, and reporting
Experience with Gainsight CTAs, Programs, dashboards, and lifecycle orchestration
Operational excellence across SLAs, QA, tagging taxonomies, and intake workflows
Hands-on experience with automation or AI-assisted CS workflows; comfort with prompts, agent assist tools, and quality guardrails
Strong communication skills with a track record of cross-functional partnership

Responsibilities

Lead the team responsible for delivering a consistent high-quality experience to Flock's long-tail customer base
Own the day-to-day operation of the Network segment, driving case execution, SLA performance, automation and AI-assisted workflows, detractor recovery, and predictable delivery for customers
Implement a digital-first lifecycle from onboarding through adoption and into renewals/expansions
Ensure clean intake through Salesforce, well-orchestrated Gainsight workflows, and strong cross-functional alignment
Partner cross-functionally to ensure the right work reaches the right team at the right time
Run daily and weekly operational rhythms to ensure every customer receives the right information at the right moment in their journey
Model high-quality execution and lead by example, taking on cases and contacting customers directly when needed

Flock Safety

License plate reader cameras for crime prevention

About Flock Safety

Flock Safety provides a system aimed at enhancing public safety through crime prevention while ensuring privacy and reducing bias. The main product is a network of license plate reader cameras that capture essential vehicle information, which helps in solving crimes. These cameras utilize machine learning technology to ensure that the data collected is objective and ethically used. Flock Safety serves a variety of clients, including neighborhoods, businesses, and law enforcement agencies in over 1,000 cities. The company operates on a subscription model, where clients pay for the installation, maintenance, and access to data and analytics. This approach not only generates a steady revenue stream but also allows clients to benefit from ongoing updates and support. Flock Safety's goal is to create safer communities by providing effective crime prevention tools that respect individual privacy and foster trust between the public and law enforcement.

Atlanta, GeorgiaHeadquarters

2017Year Founded

$372.2MTotal Funding

SERIES_ECompany Stage

Government & Public Sector, Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Unlimited PTO

12 paid holidays

Fully-paid health benefits

16 weeks of parental leave

Work from home allowance

Learning & development stipend

Home office stipend

Risks

Privacy concerns may lead to legal challenges affecting ALPR technology operations.

Integration of drone technology may increase operational costs and financial strain.

Economic downturns could reduce client spending on subscription-based services.

Differentiation

Flock Safety integrates ALPR cameras with AI for unbiased crime-solving data.

The company offers a full-service, maintenance-free technology solution for public safety.

Flock Safety's platform combines community power to enhance safety across cities and businesses.

Upsides

Acquisition of Aerodome enhances drone technology for public safety solutions.

Partnership with MS2 expands AI Traffic Analytics capabilities for state agencies.

Solar-Powered Condor video solutions increase market penetration in infrastructure-lacking areas.

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