Flock Safety is looking for a Director, Customer Success Programs & Innovation to design, build, and lead scalable programs that ensure all customers experience consistent, high-quality engagement and value realization.
What You'll Do
- Build and lead the Digital Touch program and team to deliver proactive, scalable engagement for customers without assigned CSMs.
- Design, implement, and continually optimize a scalable onboarding process ensuring consistent training, compliance, and credentialing.
- Develop and operationalize a standardized renewals program with clear processes, playbooks, and ownership.
- Standardize onboarding, training, renewals, digital touch, and Voice of Customer (VoC) programs for consistency and measurable impact.
- Act as the agentic lead for Customer Success, piloting automation and AI solutions to drive efficiency and enhance customer experience.
- Identify and prioritize workflows for automation to improve adoption, engagement, and renewal outcomes.
- Deliver differentiated engagement methods based on customer tier: self-service, specialist-delivered, and CSM-delivered.
- Partner with Solution Engineering, Support, Sales, and Product to align CS programs with customer needs and business goals.
- Drive consistent measurement and reporting of program outcomes, feeding insights back into GTM strategy.
- Build internal enablement materials and training to ensure Customer Success teams adopt standardized processes effectively.
What We're Looking For
- 10+ years of experience in Customer Success, Programs, or related functions within a high-growth SaaS or enterprise technology environment.
- Proven success in building and scaling Digital/Tech-Touch programs, onboarding frameworks, and renewals strategies.
- Strong program management expertise with the ability to drive cross-functional alignment across Sales, Support, Product, and Solution Engineering.
- Experience piloting and operationalizing automation and AI workflows in customer-facing functions.
- Deep understanding of customer segmentation, adoption levers, and recurring revenue models.
- Excellent leadership, communication, and change management skills, with a track record of coaching teams and influencing senior stakeholders.
- Data-driven mindset with the ability to define KPIs, measure outcomes, and iterate programs for continuous improvement.
Benefits & Compensation
- Compensation: $243,200 + Flock Safety Stock Options (equity)
- Flexible PTO plus 11 company holidays.
- Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.
- All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
- $50,000-lifetime maximum benefit for eligible adoption, surrogacy, or fertility expenses via partner Maven.
- Mental health benefits via Spring Health, including therapy, coaching, medication management, and digital tools.
- Caregiver support via partner Cariloop.
- 1:1 sessions with Equity Tax Advisors via Carta.
- Employee Resource Groups: Women of Flock, Flock Proud, and Melanin Motion.
- $150 per month WFH stipend.
- $250 per year productivity stipend for Audible, Calm, Masterclass, etc.
- One-time $750 home office stipend.
- Pet insurance via partner Pumpkin.
Work Mode
This is a hybrid position.
Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us.
