Growth Customer Success Manager - FAN

Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. The Growth Customer Success Manager for the Flock Advisory Network plays a critical role in driving retention and sustainable growth across its customer segments by interpreting customer telemetry and developing playbooks for consistent execution.

Responsibilities:

• 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 packaging customer context, signals, and outcomes into clear, consistent readiness briefs. Partner with Sales to align on timing and scope once readiness is validated, ensuring growth engagement is grounded in customer value while maintaining clear ownership boundaries between signal interpretation and deal execution
• Work closely with Customer Success Operations, Enablement, Product, and Sales to refine lifecycle workflows, intake logic, and signal interpretation. Support efforts to improve handoffs, reporting, and shared understanding of customer health and growth readiness across teams

Requirements:

• Experience in Customer Success, Account Management, or a commercial post-sales role within a SaaS environment
• Strong understanding of customer lifecycle management, retention dynamics, and growth patterns in scaled segments
• Experience partnering cross-functionally to translate insight into action without owning sales execution
• Comfort working with data, dashboards, and customer telemetry to inform decisions
• Hands-on experience using modern CS and CRM platforms
• Experience using AI-assisted tools to improve productivity, synthesis, and communication quality
• Strong customer-facing communication skills with the ability to synthesize complex context into clear, confidence-building narratives