Flock Safety

Growth Customer Success Manager

Flock Safety

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $149,000 per year

About the role

  • Help define and refine what “retention-ready” and “expansion-ready” look like within FAN by analyzing customer telemetry, lifecycle patterns, and observed outcomes.
  • Contribute to the development and refinement of playbooks, workflows, and signal definitions that enable FAN to act earlier, more consistently, and with greater confidence across thousands of customers.
  • Partner with Customer Success leadership and Operations to improve signal fidelity, reduce noise, and ensure the right work surfaces at the right time.
  • Maintain ownership of a defined customer portfolio, running regular signal reviews to prioritize risk and growth readiness, and executing against those insights through direct customer engagement and system-driven workflows.
  • Use AI-assisted tools and automation to improve efficiency, clarity, and quality of work, including account summaries, customer communications, internal updates, and insight synthesis.
  • Share effective workflows and practices that help elevate AI usage across FAN and support a scalable, digital-first operating model.
  • Own a defined portfolio within FAN and execute targeted, high-signal customer interventions to protect retention and strengthen long-term account health.
  • Engage directly with customers at moments of elevated risk to address friction, clarify value, and drive renewal readiness using established playbooks and judgment.
  • Translate identified churn risk into structured recovery actions, partnering cross-functionally when needed to resolve issues and stabilize accounts.
  • Where appropriate, convert recovered or stabilized accounts into expansion-ready candidates by aligning outcomes achieved with clear next-step recommendations.
  • Standardize how growth readiness is surfaced and communicated by packaging customer context, signals, and outcomes into clear, consistent readiness briefs.
  • Partner with Sales to align on timing and scope once readiness is validated, ensuring growth engagement is grounded in customer value while maintaining clear ownership boundaries between signal interpretation and deal execution.
  • Work closely with Customer Success Operations, Enablement, Product, and Sales to refine lifecycle workflows, intake logic, and signal interpretation.

Requirements

  • Experience in Customer Success, Account Management, or a commercial post-sales role within a SaaS environment
  • A strong understanding of customer lifecycle management, retention dynamics, and growth patterns in scaled segments
  • Experience partnering cross-functionally to translate insight into action without owning sales execution
  • Comfort working with data, dashboards, and customer telemetry to inform decisions
  • Hands-on experience using modern CS and CRM platforms
  • Experience using AI-assisted tools to improve productivity, synthesis, and communication quality
  • Strong customer-facing communication skills with the ability to synthesize complex context into clear, confidence-building narratives.
Benefits
  • Flexible PTO: We seriously mean it, plus 11 company holidays.
  • 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. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
  • Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
  • 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.
  • ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer lifecycle managementretention dynamicsgrowth patternsdata analysissignal interpretationAI-assisted toolsautomationcustomer telemetryworkflow developmentaccount management
Soft Skills
customer-facing communicationcross-functional collaborationsynthesis of complex informationproblem-solvingjudgmentclarityconfidence-building narrativesownershipprioritizationengagement