Director, Customer Success Programs & Innovation - Remote

Overview

The Director, Customer Success Programs & Innovation will lead initiatives to enhance customer engagement and value realization across all segments at Flock Safety.

In Short

• Design and lead scalable customer success programs.
• Oversee the development of a Digital Touch program for customers.
• Build and operationalize a standardized onboarding framework.
• Implement a standardized renewals approach.
• Drive automation and AI initiatives in customer success workflows.
• Collaborate with Sales, Support, and Solution Engineering teams.
• Deliver differentiated engagement models based on customer tier.
• Measure and report on program outcomes.
• Foster a positive and inclusive team environment.
• Focus on reducing crime through community engagement.

Requirements

• 10+ years in Customer Success or related fields.
• Experience in building Digital/Tech-Touch programs.
• Strong program management and cross-functional alignment skills.
• Experience with automation and AI in customer-facing roles.
• Understanding of customer segmentation and recurring revenue models.
• Excellent leadership and change management skills.
• Data-driven mindset with KPI measurement abilities.

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.
• Mental health support through Spring Health.
• Caregiver support services.
• Home office stipends and productivity stipends.
• Pet insurance options.