Customer Success Manager - FAN

Company Overview

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.

Growth Customer Success Manager for the Flock Advisory Network (FAN)

The Growth Customer Success Manager 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. The role exists to build and operationalize a new growth motion within scaled Customer Success.

This position 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. Success 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.

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…