Customer Success Technologist

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity

The Customer Success Technologist (CST) is a hybrid technical enablement and support role that accelerates time-to-value and strengthens long-term adoption by serving as the go-to technical resource for agency admins, analysts, and training leads. CSTs also act as internal product experts, supporting CSMs with enablement, product training, and daily technical questions.

This role bridges the gap between Customer Success, Product, Engineering, and Support to drive adoption, improve the customer training experience, and improve the overall customer experience.

The Skillset

Customer Support & Troubleshooting:

• Serve as the technical point of contact for frontline users (admins, analysts, training leads).

• Triage inbound questions from customers and resolve or escalate in partnership with Support, Engineering, or Product.

• Provide ongoing technical support and ensure timely resolution of admin-level issues.
  

Training & Enablement:

• Deliver onboarding and refresher trainings (virtually and on-site) tailored to users such as patrol officers, analysts, and administrators.

• Own and execute “Train the Trainer” programs to scale internal agency enablement.

• Communicate product updates and platform enhancements to drive feature adoption and engagement.
  

Internal Product SME & CSM Enablement:

• Act as the first point of contact for CSMs seeking product knowledge, workflow guidance, or technical answers.

• Partner with Product, PMM, and Enablement teams to:

  • Stay aligned with the roadmap and upcoming releases.

  • Ensure all enablement materials and customer-facing resources are accurate and up to date.

  • Implement internal train-back programs and role-based learning.

  • Join customer calls and support escalations as needed to provide technical expertise.
    

Cross-Functional Collaboration & Feedback Loop:

• Collaborate with Product, Engineering, and Support to document customer pain points and identify opportunities for product improvement.

• Support testing and rollout of new features with key customer partners.

• Advocate for the frontline user experience across internal teams.
  

Feeling uneasy that you haven’t ticked every box? That’s okay; we’ve felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day.

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days, lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired in this role at Flock Safety.

The First 30 Days

Focus:
Quickly integrate into Safe City support and CST operations.

Key Actions:

• Support Safe City accounts and triage inquiries.
  

• Participate in trainings (live + virtual) and join account syncs.
  

• Partner with CSMs for onboarding and early adoption.
  

• Connect with cross-functional teams on escalations and product updates.
  

• Review and refresh enablement materials.

The First 60 Days

Focus:
Standardize CST processes and scale support across Safe City accounts.

Key Actions:

• Continue Safe City technical support and trainings.
  

• Lead monthly feature walkthroughs and best practices for CSMs.
  

• Share roadmap updates and support PMM communications.
  

• Build a Slack-based FAQ for internal use.
  

• Identify process gaps and improve escalation paths with Product/Support.
  

90 Days & Beyond

Focus:
Own technical guidance for Safe City accounts and drive process improvements.

Key Actions:

• Analyze training metrics and ticket trends.
  

• Lead feature rollout or feedback session with customers.
  

• Align with PM, Marketing, and Enablement to refine training strategy.
  

• Evaluate and improve customer-facing collateral.

The Interview Process

We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way.

[Recruiter will adjust this based on the level appropriate standardized interview plans]

1. Our First Chat: During this first conversation, you’ll meet with a recruiter to chat through your background, what you could bring to Flock, what you are looking for in your next role, and who we are.

2. The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role, the team, expectations, and what success means at Flock. This is your chance to really nerd out with someone in your field.

3. The Technical Assessment: Our technical assessments seek to test the hard skills required to do the job. Engineers may find themselves in coding interviews or architecture discussions, sales roles may present mock discovery calls, and leadership roles may craft 90 day plans. Your recruiter will inform you of which assessment you will be assigned and ensure you are fully prepared for your big day.

4. The Panel: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values. Depending on the team and role you are interviewing for, you may meet with several teammates as well as cross-functional partners.

5. The Executive Review: A chance to meet an executive and view Flock from a different lens. Be prepared to ask well-thought-out questions about the company, culture, and more.

Salary & Equity

In this role, you’ll receive a base of $119,200 plus $29,800 bonus and Flock Safety Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat.

The Perks

🌴Flexible PTO: We seriously mean it, plus 11 company holidays.

⚕️Fully-paid health benefits 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, 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 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 three ERGs today - Women of Flock, Flock Proud, 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: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more.

🏠Home Office Stipend: A one-time $750 to help you create your dream office.

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.