Who is Flock?
Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.
We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.
With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.
The Opportunity
At Flock, our ambition is to scale our business to beyond $1B in annual recurring revenue and beyond. To do that will require a sales operations transformation to drive more efficient and potent operations capabilities at scale. Underpinning that transformation is a business built over the past 7 years, grown organically and through acquisition.
We are seeking a strategic, operationally driven Director of Customer Journey Operations to lead and mature the operational backbone of our Customer Solutions and Success organization. In this role you will act as the right hand of our SVP of Customer Solutions and Success. This role will drive efficiency, scale, and predictable business outcomes by building and optimizing processes, systems, metrics, and cross-functional alignment that enable customer health, retention, expansion, and value realization at scale.
You will partner closely with Customer Solutions and Success leadership, RevOps/Sales Ops, Product, Finance, and GTM functions to translate strategy into executable plans and measurable results across the customer lifecycle. The ideal candidate blends analytical rigor, process excellence, technology fluency, and collaborative leadership, and proactively develops ideas to strengthen operational rigor and drive better downstream results.
Key Responsibilities
Define, lead, and measure operational strategies and programs that improve customer outcomes, organizational efficiency, and business performance.
Translate high-level customer success strategies into operational execution plans with clear ownership, milestones, and KPIs.
Design, implement, and refine scalable processes for onboarding, adoption, renewals, risk mitigation, and expansion management.
Standardize and document best practices, SOPs, governance models, and operational playbooks.
Build and maintain operational dashboards, metrics, and analytics that provide insights into customer health, retention, churn risk, and growth opportunities.
Partner with analytics and RevOps to ensure data integrity across systems (CRM, CS platforms, business intelligence tools).
Own and optimize the Customer Success tech stack (e.g., Gainsight, Salesforce, LMS, automation tools) to support reporting, workflows, and decision-making.
Lead or support system implementations, integrations, and automation that scale operational capabilities.
Act as an operational liaison between CS and functions such as Sales, Product, Support, Marketing, and Finance to improve handoffs, alignment, and customer experience continuity.
Partner with enablement to ensure CS teams have the tools, training, and resources needed to execute effectively.
Coach, mentor, and develop operations professionals (if applicable), fostering a culture of excellence, accountability, and continuous improvement.
Lead change management and adoption efforts for new processes or systems across the organization.
What We Offer
A highly visible, strategic role with direct influence on Customer Success leadership and company growth.
The opportunity to shape the sales operating model and drive change at scale.
A collaborative, winning culture where excellence and continuous improvement is expected and modeled from the top down.
Qualifications
Experience: 10+ years of progressive experience in customer success, CS operations, revenue or go-to-market operations in B2B SaaS, with at least 3–5 years in a leadership capacity.
Proven ability to act as a trusted advisor to senior executives and influence strategic decisions without formal authority.
Technical Proficiency: Hands-on experience with CRM and CS platforms (e.g., Salesforce, Gainsight) and BI/reporting tools.
Analytical Skills: Strong analytical and strategic thinking skills with a data-driven approach to problem solving and reporting.
Cross-Functional Influence: Proven ability to work collaboratively across functions and drive consensus among stakeholders.
Communication: Exceptional verbal and written communication skills, with the ability to simplify complex ideas for diverse audiences.
Leadership: Demonstrated people leadership, prioritization, project and change management capabilities.
Comfortable working in ambiguity and shifting between high-level strategy and hands-on execution.
Preferred
Experience scaling operations in a high-growth SaaS organization.
Track record of improving key CS metrics (retention, NPS, expansion, time-to-value).
Familiarity with customer lifecycle automation and digital engagement tools.
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 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
Audit and Absorb: Build a deep understanding of the existing Customer Success tech stack (Gainsight, Salesforce, LMS), data flows, and current CS lifecycle processes from onboarding to renewal.
Establish Relationships: Embed yourself as the strategic "right hand" to the SVP of Customer Solutions and Success; establish trust-based partnerships with leadership across RevOps, Sales, Product, and Finance.
Understand the Metrics: Review the current state of customer health scoring, retention data, and expansion metrics to identify immediate "low-hanging fruit" for operational improvement.
The First 60 Days
Gap Analysis: Assess current friction points in the customer journey, including cross-functional handoffs and data integrity gaps between systems.
Define the Vision: Socialize an operational strategy for CS Ops that aligns with Flock’s $1B+ ARR ambition, focusing on predictable business outcomes and scalable reporting.
Optimize Early Wins: Standardize initial high-priority SOPs or playbooks for risk mitigation and renewal management to drive immediate efficiency for the CS team.
90 Days & Beyond
Execute the Roadmap: Define and launch a phased operational roadmap to execute the broader CS strategy, including system integrations and automation.
Drive Scale and Maturity: Develop a long-term resourcing and hiring plan for the CS Ops team while establishing a culture of accountability and continuous process improvement.
Measure Impact: Build and maintain high-visibility operational dashboards that provide real-time insights into churn risk, expansion opportunities, and organizational ROI.
Salary & Equity
In this role, you’ll receive a starting salary between $170,000 - $200,000 as well as 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 offer non-accrual PTO, 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 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.
If an offer is extended and accepted, this position requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment. Applicants must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check.
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 recruiting@flocksafety.com. 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.
Flock Safety is aware of fraudulent individuals and agencies falsely claiming to represent our company. All legitimate communication from Flock Safety will come from an email address ending in @flocksafety.com. We do not make job offers through messaging apps, social platforms, or unauthorized third parties, and we will never request payment or sensitive personal information during the hiring process. If you encounter suspicious outreach related to a Flock Safety role, please report it to recruiting@flocksafety.com
