Scaled Customer Success Manager - FAN

Flock

2d•$130,000 - $140,000•Remote

About The Position

The Scaled Customer Success Manager (CSM) plays a critical role in delivering exceptional customer experiences at scale across the Flock Advisory Network (FAN). Supporting thousands of customers through a digital-first Customer Success model, this role serves as the frontline operational engine of FAN, helping customers successfully onboard, adopt, and realize value from their partnership with Flock. This role exists to ensure customers receive timely, accurate, and high-quality support throughout their journey. As a Scaled CSM, you will manage a high volume of inbound customer requests, lead onboarding activities, deliver training and enablement programs, and build scalable solutions that reduce customer effort while improving outcomes. Unlike a traditional FAN Customer Success Manager, the Scaled CSM owns key implementation and onboarding activities including account setup, kickoff calls, customer training, and activation support. The role combines the speed and responsiveness of a support function with the ownership and customer advocacy expected of Customer Success. Success in this role requires balancing urgency with thoroughness. The ideal candidate can efficiently manage a large volume of customer interactions while maintaining a high standard of quality, communication, and resolution. They proactively identify root causes, remove friction, and seek opportunities to create scalable solutions rather than repeatedly solving the same problems. They are also comfortable leveraging AI-powered tools and emerging technologies to improve productivity, streamline workflows, enhance customer experiences, and drive operational efficiency. As FAN continues to evolve, this role will increasingly focus on workflow optimization, self-service experiences, automation, AI-enabled customer success programs, and operational improvements that allow the organization to support more customers without sacrificing customer experience.

Requirements

Experience in Customer Success, Support, Onboarding, Implementation, or Customer Operations within a SaaS environment.
Strong ability to manage a high volume of customer interactions while maintaining quality and accuracy.
Experience conducting customer onboarding, training, or implementation activities.
Strong troubleshooting and problem-solving skills.
Exceptional written and verbal communication skills.
Ability to balance urgency with attention to detail.
Experience collaborating across Product, Support, Billing, Sales, and Operations teams.
Strong organizational and project management skills.
Experience creating customer-facing documentation, training content, or knowledge resources.
Experience using CRM, Customer Success, and support platforms.
Comfort working with operational data, reporting, and customer health indicators.
Experience building scalable workflows, automation, or digital customer success programs.
Demonstrated ability to adopt, leverage, and become proficient with AI-powered tools to improve productivity, customer outcomes, and operational efficiency.
Experience using AI to streamline workflows, automate repetitive tasks, generate customer-facing content, analyze trends, and improve decision-making.
Curiosity and willingness to continuously learn, experiment with emerging technologies, and identify new ways to scale impact through AI and automation.

Responsibilities

Develop self-service resources, FAQs, knowledge base articles, and customer education materials.
Identify opportunities to automate repetitive customer interactions and workflows.
Build scalable customer engagement programs that improve adoption and reduce support dependency.
Analyze customer behavior and support trends to identify opportunities for scale.
Support implementation of automated communications, onboarding journeys, and customer success workflows.
Leverage AI-powered tools to improve customer education, content creation, onboarding effectiveness, and customer engagement at scale.
Serve as a key contributor to FAN's operational effectiveness and scalability.
Identify inefficiencies and opportunities for process improvement across onboarding, support, and customer success workflows.
Develop documentation, playbooks, and standard operating procedures.
Analyze customer feedback, case trends, and operational metrics to recommend improvements.
Partner with leadership to implement scalable solutions that improve efficiency and customer outcomes.
Contribute to workflow automation initiatives and operational transformation projects.
Identify and implement opportunities to incorporate AI and automation into customer-facing and internal processes.
Help shape the future operating model of FAN through continuous improvement efforts.

Benefits

Flexible PTO
11 company holidays
Fully-paid health benefits plan for employees: including Medical, Dental, and Vision
HSA match
12 weeks of 100% paid parental leave
Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
Fertility & Family Benefits: partnered with Maven, a complete digital health benefit for starting and raising a family.
$50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
Mental health benefits through Spring Health, including therapy, coaching, medication management, and digital tools.
Caregiver Support: partnered with Cariloop.
Carta Tax Advisor: 1:1 sessions with Equity Tax Advisors.
ERGs (Employee Resource Groups): Women of Flock, Flock Proud, LEOs and Melanin Motion.
$150 per month to cover the costs of working from home.
$300 per year to use on Audible, Calm, Masterclass, Duolingo and so much more.
A one-time $750 to help you create your dream office.