Growth Customer Success Manager - FAN

Flock Safety

23h

About The Position

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. The Growth Customer Success Manager for the Flock Advisory Network (FAN) plays a critical role in how Flock drives retention and sustainable growth across its scaled customer segments, including Community Safety, Commercial, and Law Enforcement customers. Operating across a diverse and high-volume customer base, this role requires disciplined judgment, strong prioritization, and signal-driven execution. This role exists to build and operationalize a new growth motion within scaled Customer Success. The Growth CSM interprets customer and revenue telemetry including usage, engagement, lifecycle timing, and product signals and turns that insight into repeatable retention and expansion-readiness playbooks that can be executed consistently across FAN. You will operate in a data-rich, high-volume environment where judgment, timing, and clarity matter. Success in this role comes from improving how FAN identifies risk, recognizes real growth readiness, and acts decisively both through direct customer engagement and through systems that scale beyond any single account. Operating within a digital-first Customer Success model, the Growth CSM combines systems thinking with hands-on execution. You will help define how FAN protects retention, unlocks growth at the right moments, and builds scalable practices that improve outcomes across a large and diverse customer base.

Requirements

Experience in Customer Success, Account Management, or a commercial post-sales role within a SaaS environment
A strong understanding of customer lifecycle management, retention dynamics, and growth patterns in scaled segments
Experience partnering cross-functionally to translate insight into action without owning sales execution
Comfort working with data, dashboards, and customer telemetry to inform decisions
Hands-on experience using modern CS and CRM platforms
Experience using AI-assisted tools to improve productivity, synthesis, and communication quality
Strong customer-facing communication skills with the ability to synthesize complex context into clear, confidence-building narratives.

Responsibilities

Help define and refine what “retention-ready” and “expansion-ready” look like within FAN by analyzing customer telemetry, lifecycle patterns, and observed outcomes. Contribute to the development and refinement of playbooks, workflows, and signal definitions that enable FAN to act earlier, more consistently, and with greater confidence across thousands of customers.
Partner with Customer Success leadership and Operations to improve signal fidelity, reduce noise, and ensure the right work surfaces at the right time. Translate insights from customer interactions and data into system-level improvements that scale across FAN.
Maintain ownership of a defined customer portfolio, running regular signal reviews to prioritize risk and growth readiness, and executing against those insights through direct customer engagement and system-driven workflows.
Use AI-assisted tools and automation to improve efficiency, clarity, and quality of work, including account summaries, customer communications, internal updates, and insight synthesis. Apply AI thoughtfully to reduce manual effort, surface patterns, and support better judgment in a high-volume environment.
Share effective workflows and practices that help elevate AI usage across FAN and support a scalable, digital-first operating model.
Own a defined portfolio within FAN and execute targeted, high-signal customer interventions to protect retention and strengthen long-term account health. Engage directly with customers at moments of elevated risk to address friction, clarify value, and drive renewal readiness using established playbooks and judgment.
Translate identified churn risk into structured recovery actions, partnering cross-functionally when needed to resolve issues and stabilize accounts. Where appropriate, convert recovered or stabilized accounts into expansion-ready candidates by aligning outcomes achieved with clear next-step recommendations.
Standardize how growth readiness is surfaced and communicated by packaging customer context, signals, and outcomes into clear, consistent readiness briefs. Partner with Sales to align on timing and scope once readiness is validated, ensuring growth engagement is grounded in customer value while maintaining clear ownership boundaries between signal interpretation and deal execution.
Work closely with Customer Success Operations, Enablement, Product, and Sales to refine lifecycle workflows, intake logic, and signal interpretation. Support efforts to improve handoffs, reporting, and shared understanding of customer health and growth readiness across teams.

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. 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: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more.
Home Office Stipend: A one-time $750 to help you create your dream office.