Customer Success Manager - 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. This is a fully remote position, with expectations that this individual will travel to visit their customers in person when necessary a few times a quarter in the northeast.

In Short

• Deliver exceptional customer experiences and manage strategic customer relationships.
• Increase Net Revenue Retention through strategic engagement and expansion efforts.
• Ensure customer adoption via in-person trainings and optimization calls.
• Build relationships and trust with multiple stakeholders.
• Create promoters by ensuring customers see value from the product.
• Drive growth in surrounding markets through referrals.
• Communicate feedback to internal teams to enhance customer experiences.
• Translate software functionality for customer understanding.
• Must be located in the Pacific timezone.
• 5+ years of customer success or account management experience required.

Requirements

• 5+ years experience in a customer success or account management role.
• Proven ability to build and manage relationships, preferably in a SaaS environment.
• Comfortable with de-escalation management and navigating tough conversations.
• Highly adaptable and able to pivot when faced with new challenges.
• Clear and concise communication skills.
• Diplomatic and poised under pressure with a high comfort with ambiguity.
• Strong follow-through and ability to self-manage multiple tasks.
• Passionate about Customer Success and team collaboration.
• Willingness to travel.

Benefits

• Flexible PTO plus 11 company holidays.
• Fully-paid health benefits including Medical, Dental, and Vision.
• 12 weeks of 100% paid parental leave.
• $50,000 lifetime benefit for adoption, surrogacy, or fertility expenses.
• Mental health benefits including therapy and coaching.
• Caregiver support services.
• 1:1 sessions with Equity Tax Advisors.
• Monthly WFH stipend of $150.
• Annual productivity stipend of $250.
• One-time $750 home office stipend.