[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.

Responsibilities

• Develop self-service resources, FAQs, knowledge base articles, and customer education materials
• Identify opportunities to automate repetitive customer interactions and workflows
• Build scalable customer engagement programs that improve adoption and reduce support dependency
• Analyze customer behavior and support trends to identify opportunities for scale
• Support implementation of automated communications, onboarding journeys, and customer success workflows
• Leverage AI-powered tools to improve customer education, content creation, onboarding effectiveness, and customer engagement at scale
• Serve as a key contributor to FAN's operational effectiveness and scalability
• Identify inefficiencies and opportunities for process improvement across onboarding, support, and customer success workflows
• Develop documentation, playbooks, and standard operating procedures
• Analyze customer feedback, case trends, and operational metrics to recommend improvements
• Partner with leadership to implement scalable solutions that improve efficiency and customer outcomes
• Contribute to workflow automation initiatives and operational transformation projects
• Identify and implement opportunities to incorporate AI and automation into customer-facing and internal processes
• Help shape the future operating model of FAN through continuous improvement efforts

Skills

• Experience in Customer Success, Support, Onboarding, Implementation, or Customer Operations within a SaaS environment
• Strong ability to manage a high volume of customer interactions while maintaining quality and accuracy
• Experience conducting customer onboarding, training, or implementation activities
• Strong troubleshooting and problem-solving skills
• Exceptional written and verbal communication skills
• Ability to balance urgency with attention to detail
• Experience collaborating across Product, Support, Billing, Sales, and Operations teams
• Strong organizational and project management skills
• Experience creating customer-facing documentation, training content, or knowledge resources
• Experience using CRM, Customer Success, and support platforms
• Comfort working with operational data, reporting, and customer health indicators
• Experience building scalable workflows, automation, or digital customer success programs
• Demonstrated ability to adopt, leverage, and become proficient with AI-powered tools to improve productivity, customer outcomes, and operational efficiency
• Experience using AI to streamline workflows, automate repetitive tasks, generate customer-facing content, analyze trends, and improve decision-making
• Curiosity and willingness to continuously learn, experiment with emerging technologies, and identify new ways to scale impact through AI and automation

Benefits

• Offers Equity
• Flexible 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 Overview