Flock Safety · 5 days ago
Manager, Majors Customer Success
New York, NY
Full-time
Hybrid
Mid, Senior Level
$172K/yr - $215K/yr
5+ years expFlock Safety is a leading safety technology platform dedicated to crime prevention and security. They are seeking a Manager for their Majors Customer Success team to lead and develop Customer Success Managers, ensuring strategic engagement and operational rigor with their largest accounts.
ManufacturingPublic SafetySecuritySensor
Responsibilities
Lead, coach, and develop a team of 5-6 Customer Success Managers responsible for Flock’s largest and most strategic accounts
Drive Net Revenue Retention by instilling a proactive, strategic approach to adoption, stakeholder engagement, and expansion
Provide hands-on coaching for managing complex, multi-threaded relationships, including city leadership, law enforcement, and public safety decision-makers
Guide the team through intricate onboarding, renewal, and expansion processes, ensuring customer success and commercial outcomes are aligned
Establish and refine playbooks, systems, and scalable workflows that help the team consistently deliver high-impact results
Partner cross-functionally with Sales, Product, Support, and Deployment to ensure strategic alignment and a seamless customer experience
Track, analyze, and communicate key performance metrics to executive leadership; use data to identify opportunities and risks across the book of business
Set clear goals, expectations, and accountability measures for CSMs while fostering a culture of ownership, resilience, and continuous improvement
Represent the voice of strategic customers internally, offering insight into product needs, adoption barriers, and partnership opportunities
Qualification
Required
5+ years of customer-facing leadership experience, with 3+ years directly managing Enterprise-level Customer Success teams in a fast-paced technology environment
Demonstrated success managing complex, strategic accounts with multi-stakeholder dynamics, long sales cycles, and intricate renewal paths
A strong coach with the ability to up-level experienced CSMs, offering actionable guidance on strategic planning, executive engagement, and renewal navigation
Deep understanding of Customer Success best practices, with a proven ability to design and operationalize strategic CS programs
Skilled communicator and relationship builder, both with your team and with senior executives at customer organizations
High emotional intelligence, with the ability to handle escalations diplomatically and maintain composure under pressure
Strong analytical skills - comfortable interpreting data to drive decisions and tell a performance story
Willingness to travel as needed to visit customers and support team development - up to 50%
Ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment
Preferred
Experience with Gainsight or other CS platforms
Benefits
Flexible PTO : We offer non-accrual PTO, plus 11 company holidays.
Fully-paid health benefits plan for employees : including Medical, Dental, and Vision and an HSA match.
Family Leave : All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support
Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.
ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.
WFH Stipend: $150 per month to cover the costs of working from home.
Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo and so much more.
Home Office Stipend: A one-time $750 to help you create your dream office.
Company
Flock Safety
Flock Safety provides end-to-end surveillance solutions to support law enforcement and communities.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$655.58MKey Investors
Andreessen HorowitzTiger Global ManagementMeritech Capital Partners
2025-03-13Series F· $275M
2022-02-15Series E· $150M
2021-07-13Series D· $150M
Leadership Team
Garrett Langley
Founder & CEO
Mandy Schuler
Vice President Supply Chain
Recent News
Press Telegram
2026-01-18
2026-01-16
2026-01-16
Company data provided by crunchbase