Customer Success Manager I - Remote

Overview

Flock Safety is seeking an experienced Customer Success Manager to deliver exceptional value and experiences to our largest customers. This role is fully remote with occasional travel to meet customers in person.

In Short

• Manage relationships with strategic customers to enhance satisfaction and retention.
• Conduct training and optimization calls to ensure product understanding and adoption.
• Drive growth through referrals and customer engagement.
• Act as a customer champion, providing feedback to internal teams.
• Translate complex software functionalities into understandable terms for customers.
• Possess strong time management skills to handle multiple projects.
• Adapt to changing circumstances and manage escalations effectively.
• Communicate clearly with both technical and non-technical stakeholders.
• Willingness to travel for customer visits.
• Contribute positively to team morale and company culture.

Requirements

• 5+ years in customer success or account management.
• Experience in a SaaS environment preferred.
• Ability to build and manage relationships effectively.
• Comfortable with de-escalation and tough conversations.
• Demonstrate strong follow-through on tasks and projects.
• Passionate about customer success and relationship building.
• Team player with a positive attitude.
• Excellent communication skills.
• Ability to manage ambiguity and pressure.
• Located in the Pacific timezone.

Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits including Medical, Dental, and Vision.
• 12 weeks of paid parental leave.
• Fertility and family benefits with a $50,000 lifetime maximum.
• Mental health benefits and caregiver support.
• Monthly stipends for WFH and productivity tools.
• One-time home office setup stipend.
• Stock options and bonus potential.
• Inclusive company culture with ERGs.
• Transparent and collaborative interview process.