Customer Success Manager, Majors

Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. The Majors Customer Success Manager will serve as a strategic advisor to large and complex customers, driving measurable outcomes and strengthening relationships while aligning solutions with their strategic goals.

Responsibilities:

• Drive measurable outcomes for complex customers
• Strengthen multi-threaded relationships with agencies
• Ensure solutions align with agency's strategic goals
• Lead onboarding sessions for new customers
• Conduct regular health checks and usage reviews
• Manage the full customer lifecycle with a focus on retention and strategic expansion
• Facilitate QBRs, renewal conversations, and solutions presentations
• Contribute to evolving CSM playbooks and internal enablement

Requirements:

• 5+ years in Customer Success, Account Management, or Strategic Partnerships, managing enterprise-level or public sector customers with complex stakeholder environments
• Ability to navigate executive-level conversations with confidence, clarity, and diplomacy
• Strong understanding of organizational goals, budgeting cycles, and how to tie Flock's solutions to tangible operational and community outcomes
• Experience leading large-scale, cross-functional programs from kickoff to renewal, ensuring accountability and communication across all stakeholders
• Comfortable interpreting usage data, KPIs, and adoption trends to drive insight-led engagement
• Proven success partnering with Sales, Product, Legal, and Deployment teams in a matrixed environment
• Ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment
• Public Safety or Security Experience (Preferred): Understanding of government operations, procurement processes, or public safety workflows