Note: The job is a remote job and is open to candidates in USA. Flock is committed to building technology that enhances community safety and privacy. The Scaled Customer Success Manager plays a vital role in delivering exceptional customer experiences at scale, managing onboarding, training, and support for customers in the Flock Advisory Network. This role focuses on optimizing workflows, implementing automation, and leveraging AI tools to improve customer engagement and 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