Customer Success Manager, Regional

Flock Safety

Customer Success Manager at Flock focuses on delivering value to strategic customers in community safety technology. Engages clients to ensure product understanding and success in usage.

Posted 4/28/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $119,200 per yearWebsite

About the role

Key responsibilities & impact

Increase Net Revenue Retention through proactive and strategic engagement/expansion efforts
Ensure early product understanding and customer adoption via in person trainings, optimization calls, and providing best practices
Ability to build relationships and trust with multiple stakeholders within each department.
Create raving promoters - we have a product that our customers truly love; it’s your opportunity to ensure our largest customers are seeing value from it.
Drive growth in surrounding markets with referrals and references
Be an internal customer champion - effectively communicating thoughtful and actionable feedback to teams across Flock (i.e. Product, Sales, Marketing) to help drive amazing customer experiences and enable market growth
Translate software functionality into terms that any customer can understand

Requirements

What you’ll need

5+ years experience in a customer success or account management role
Proven ability to build and manage relationships, internally and externally (preferably in a SaaS environment)
Comfortable with de-escalation management and navigating tough conversations with a solutions-oriented mindset
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
Passionate about Customer Success; the people, the relationships, and the interactions that drive mutually beneficial results
Team player that contributes positively to overall team morale and company culture
Willingness to travel

Benefits

Comp & perks

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 three ERGs today - Women of Flock, Flock Proud, 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.

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Soft Skills

relationship buildingtrust buildingcustomer advocacycommunicationadaptabilityde-escalation managementsolutions-oriented mindsetself-managementteam collaborationcustomer success passion