Manager, Majors Customer Success - Remote

Overview

The Manager, Majors Customer Success at Flock Safety will lead a team of Customer Success Managers responsible for strategic accounts, ensuring effective engagement and driving long-term value.

In Short

• Lead a team of 5-6 Customer Success Managers.
• Drive Net Revenue Retention through strategic customer engagement.
• Coach on managing complex, multi-threaded relationships.
• Guide onboarding, renewal, and expansion processes.
• Establish scalable workflows for high-impact results.
• Collaborate cross-functionally with Sales, Product, and Support.
• Track and analyze key performance metrics.
• Set clear goals and accountability measures for the team.
• Represent customer needs internally to influence product development.

Requirements

• 5+ years of customer-facing leadership experience.
• 3+ years managing Enterprise-level Customer Success teams.
• Experience with complex, strategic accounts.
• Strong coaching skills for CSMs.
• Understanding of Customer Success best practices.
• Excellent communication and relationship-building skills.
• High emotional intelligence for handling escalations.
• Strong analytical skills for data interpretation.
• Willingness to travel up to 50% as needed.
• Experience with Gainsight or similar platforms preferred.

Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits including Medical, Dental, and Vision.
• 12 weeks of 100% paid parental leave.
• $50,000 lifetime maximum for fertility and family benefits.
• Mental health benefits through Spring Health.
• Caregiver support services.
• 1:1 sessions with Equity Tax Advisors.
• Work from home stipend and productivity stipend.
• One-time home office stipend of $750.