Growth Customer Success Manager - FAN

Growth Customer Success Manager - FAN 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. 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 OPPORTUNITY 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. KEY RESPONSIBILITIES: SYSTEMS, SIGNALS, AND PLAYBOOK DEVELOPMENT 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. AI-ENABLED, DIGITAL-FIRST EXECUTION 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. SIGNAL-DRIVEN CUSTOMER INTERVENTION & RETENTION EXECUTION Own a defined portfolio within FAN and execute targeted, high-signal customer interventions to protect rete ... (truncated, view full listing at source)