Manager, Customer Success Innovation & Programs

Who is Flock?

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.

Were 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. Its intense but deeply rewarding for those who want to make an impact.

With nearly $700M in venture funding and a $7.5B valuation, were 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 Opportunity :

The Manager for the Flock Advisory Network (Network Tier) will lead the team responsible for delivering a consistent high-quality experience to our long-tail customer base. This segment represents 8,000+ customers and $75M+ ARR and is the backbone of our scaled customer success strategy.

This leader will own the day-to-day operation of the Network segment, driving case execution, SLA performance, automation and AI-assisted workflows, detractor recovery, and predictable delivery for our customers. They will implement a digital-first lifecycle from onboarding through adoption and into renewals / expansions, ensuring clean intake through Salesforce, well-orchestrated Gainsight workflows, and strong cross-functional alignment. As the agentic lead for their team, they will safely deploy AI-assisted operations with intention and with customer outcomes at the forefront.

This is a player / coach role; you will lead the team while also being willing to jump in when needed, taking on cases, contacting customers directly, and modeling high-quality execution. To succeed in this role you need to be an operational leader who excels in structure, measurement, people leadership, and consistent execution.

You will own execution and accountability for outcomes daily, not just define them, run daily and weekly operational rhythms, and partner cross-functionally to ensure the right work reaches the right team at the right time, all in service of ensuring every customer receives the right information at the right moment in their journey.

The Skillset

To succeed in this role, you bring operational rigor, cross-functional fluency, and a passion for scaled customer engagement. You thrive in structured execution, measurement, and coaching.

Ideal experience includes :

Proven track record in Customer Success, Digital / Tech-Touch, Support, or CS Ops within a SaaS environment.

Proven track record leading teams in complex service models & customer environments

Strong fluency with Salesforce routing, case management, and reporting.

Experience with Gainsight CTAs, Programs, dashboards, and lifecycle orchestration.

Operational excellence across SLAs, QA, tagging taxonomies, and intake workflows.

Hands-on experience with automation or AI-assisted CS workflows; comfort with prompts, agent assist tools, and quality guardrails.

Strong communication skills with a track record of cross-functional partnership.

This role is designed for an execution-driven leader who loves solving operational problems, building predictable rhythms, and leading a team through a rapidly maturing scaled CS model.

90 Days at Flock

We prescribe to 90 day plans and believe that good days lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired in this role at Flock Safety.

The First 30 Days

Execute frontline work personally (process audits, handful of direct customer engagements, NPS detractor recoveries) to understand friction points firsthand.

Stand up an initial Network Execution Dashboard to measure routing accuracy, SLA performance, and top case drivers.

Own the daily and weekly operational rhythm (SLA reporting, detractor routing, routing audits) by week 3.

Publish a Week-4 Network diagnostic summarizing SLA gaps, misroutes, detractor patterns, and case-reason distribution.

Deliver the first automation opportunity list with 58 workflows prioritized by impact and ease of deployment.

The First 60 Days

Drive the implementation of the Network execution framework : routing accuracy, tag completeness, SLA adherence, case reason analysis, NPS detractor recovery.

Own SLA reliability, detractor recovery, and early lifecycle signals that directly impact GRR / NRR.

Drive measurable improvements in NPS recovery time, routing accuracy, and case efficiency.

Establish the core performance baseline for the Network segment by analyzing GRR trends, early-lifecycle adoption health, and NPS / detractor patterns.

Surface insights and recommended actions to improve these metrics through automation, agentic workflows, and updated team responsibilities.

Analyze team throughput, bottlenecks, and workload patterns; implement changes that reduce cycle times, improve flow of work, and increase overall case execution efficiency.

90 Days & Beyond

Demonstrate measurable improvement (or path to) in SLA performance, NPS and GRR / NRR growth across the Network segment.

Refine and expand automation, triggers, and agentic workflows based on early case-reason insights; shifting repetitive work to automation.

Publish the first full Network Operating Review, connecting operational signals (SLA, routing, adoption, NPS) to renewal risk and early GRR indicators; surface clear recommendations for future workflow, automation, and staffing adjustments.

Prepare best practices, workflows, and playbooks for the other engagement models; ensuring the next waves of customers enter a more predictable, digital-first model with lower effort and tighter execution.

Salary & Equity

In this role, youll receive a starting compensation between $132,000K and $198,000K OTE as well as Flock Safety Stock Options. Base salary is determined by job-related experience, education / training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat.

The Perks

• ???? 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.

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at recruiting@flocksafety.com. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education / training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.