[Remote] Scaled Customer Success Manager - FAN

Note: The job is a remote job and is open to candidates in USA. Flock is dedicated to building technology that enhances community safety and privacy. The Scaled Customer Success Manager will play a key role in delivering exceptional customer experiences at scale, managing customer onboarding and support, and leveraging AI tools to improve operational efficiency.ResponsibilitiesDevelop self-service resources, FAQs, knowledge base articles, and customer education materialsIdentify opportunities to automate repetitive customer interactions and workflowsBuild scalable customer engagement programs that improve adoption and reduce support dependencyAnalyze customer behavior and support trends to identify opportunities for scaleSupport implementation of automated communications, onboarding journeys, and customer success workflowsLeverage AI-powered tools to improve customer education, content creation, onboarding effectiveness, and customer engagement at scaleServe as a key contributor to FAN's operational effectiveness and scalabilityIdentify inefficiencies and opportunities for process improvement across onboarding, support, and customer success workflowsDevelop documentation, playbooks, and standard operating proceduresAnalyze customer feedback, case trends, and operational metrics to recommend improvementsPartner with leadership to implement scalable solutions that improve efficiency and customer outcomesContribute to workflow automation initiatives and operational transformation projectsIdentify and implement opportunities to incorporate AI and automation into customer-facing and internal processesHelp shape the future operating model of FAN through continuous improvement effortsSkillsExperience in Customer Success, Support, Onboarding, Implementation, or Customer Operations within a SaaS environmentStrong ability to manage a high volume of customer interactions while maintaining quality and accuracyExperience conducting customer onboarding, training, or implementation activitiesStrong troubleshooting and problem-solving skillsExceptional written and verbal communication skillsAbility to balance urgency with attention to detailExperience collaborating across Product, Support, Billing, Sales, and Operations teamsStrong organizational and project management skillsExperience creating customer-facing documentation, training content, or knowledge resourcesExperience using CRM, Customer Success, and support platformsComfort working with operational data, reporting, and customer health indicatorsExperience building scalable workflows, automation, or digital customer success programsDemonstrated ability to adopt, leverage, and become proficient with AI-powered tools to improve productivity, customer outcomes, and operational efficiencyExperience using AI to streamline workflows, automate repetitive tasks, generate customer-facing content, analyze trends, and improve decision-makingCuriosity and willingness to continuously learn, experiment with emerging technologies, and identify new ways to scale impact through AI and automationBenefitsOffers EquityFlexible PTO: We offer non-accrual PTO, plus 11 company holidays.Fully-paid [health benefits](https://drive.google.com/file/d/1ZJtOz4awU9zcMeAtDbiha9Z2Oze1LRDH/view?usp=sharing) 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](https://www.mavenclinic.com/), 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](https://www.cariloop.com/) 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.Company OverviewFlock Safety is the leading public safety platform designed to help communities prevent and reduce crime, not just respond to it. It was founded in 2017, and is headquartered in Atlanta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is https://www.flocksafety.com.