Customer Success Manager, Majors

Flock Safety•Cleveland, OH

2d•$170,000 - $194,000

About The Position

As an Majors Customer Success Manager (CSM) at Flock Safety, you will serve as a strategic advisor and executive partner to some of our largest and most complex customers. You’ll be responsible for driving measurable outcomes, strengthening multi-threaded relationships, and ensuring that our solutions align with each agency’s strategic goals around safety, transparency, and community impact. This role is ideal for a seasoned CSM who thrives in strategic environments, balancing executive engagement with day-to-day program execution, while influencing outcomes across diverse stakeholders, from command staff to IT to city leadership. Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation. We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact. With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.

Requirements

Strategic Relationship Management: 5+ years in Customer Success, Account Management, or Strategic Partnerships, managing enterprise-level or public sector customers with complex stakeholder environments.
Executive Presence: Ability to navigate executive-level conversations with confidence, clarity, and diplomacy.
Business Acumen: Strong understanding of organizational goals, budgeting cycles, and how to tie Flock’s solutions to tangible operational and community outcomes.
Program Leadership: Experience leading large-scale, cross-functional programs from kickoff to renewal, ensuring accountability and communication across all stakeholders.
Analytical Mindset: Comfortable interpreting usage data, KPIs, and adoption trends to drive insight-led engagement.
Cross-Functional Collaboration: Proven success partnering with Sales, Product, Legal, and Deployment teams in a matrixed environment.

Nice To Haves

Public Safety or Security Experience (Preferred): Understanding of government operations, procurement processes, or public safety workflows.

Responsibilities

Manage the full customer lifecycle with a focus on retention and strategic expansion
Facilitate QBRs, renewal conversations, and solutions presentations to communicate value and uncover growth
Contribute to evolving CSM playbooks and internal enablement for scalable impact

Benefits

Flexible PTO: We seriously mean it, 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. In 2025, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
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.