Manager, Customer Success Innovation & Programs - Remote

Overview

The Manager for the Flock Advisory Network will lead the team responsible for delivering a consistent high-quality experience to our long-tail customer base, ensuring operational excellence and customer satisfaction.

In Short

• Lead the Flock Advisory Network team to enhance customer success.
• Manage daily operations, case execution, and SLA performance.
• Implement AI-assisted workflows and automation.
• Drive customer engagement and retention strategies.
• Collaborate cross-functionally to ensure customer needs are met.
• Own execution accountability and operational rhythms.
• Engage directly with customers for high-quality service.
• Analyze performance metrics and drive improvements.
• Foster a culture of teamwork and high performance.
• Support the scaling of customer success initiatives.

Requirements

• Experience in Customer Success or related fields within a SaaS environment.
• Proven leadership in complex service models.
• Strong knowledge of Salesforce and Gainsight.
• Operational excellence in managing SLAs and workflows.
• Hands-on experience with automation and AI tools.
• Excellent communication and cross-functional collaboration skills.
• Ability to solve operational problems effectively.

Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits (Medical, Dental, Vision).
• 12 weeks of paid parental leave.
• $50,000 lifetime benefit for family-related expenses.
• Mental health support through Spring Health.
• Caregiver support services.
• Stipends for home office setup and productivity tools.
• Equity compensation and stock options.