Customer Success Manager, Major Accounts - Remote

Overview

Flock Safety is looking for an experienced Customer Success Manager to deliver value and an exceptional experience to our largest and most strategic customers. The Major Account Success Team will work as a trusted advisor to the largest School Safety accounts in America.

In Short

• Strategically partner and deliver value to 50-60 of our largest and most influential customers
• 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
• Translate software functionality into terms that any customer can understand

Requirements

• 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

• Starting salary $110,000 - $135,000 plus stock options
• Use what you need PTO, plus 11 company holidays and your birthday off!
• Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.
• 16 weeks of 100% paid leave for primary caregivers and 12 weeks for secondary caregivers.
• Reimbursement for adoption, surrogacy, or infertility up to $10,000 a year.
• Annual subscription to Headspace for mental health support.
• Caregiver support services available.
• Monthly WFH stipend of $150.
• Annual L&D stipend of $250.
• One-time $750 Home Office Stipend.