Company: Flock Safety
Position: Director, Customer Journey Operations
Industry: Safety Technology / B2B SaaS
Location: Remote – USA
Employment Type: Full Time
Salary: $170K – $200K + Equity
Email: recruiting@flocksafety.com
Role Overview:
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Lead and strengthen Customer Solutions and Success operations
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Act as strategic partner to SVP of Customer Solutions and Success
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Drive efficiency, scalability, and predictable business outcomes
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Align cross-functional teams across the customer lifecycle
Key Responsibilities:
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Define and execute operational strategies to improve customer outcomes
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Convert high-level CS strategy into clear execution plans and KPIs
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Build scalable processes for onboarding, renewals, adoption, and expansion
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Standardize SOPs, governance models, and operational playbooks
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Create dashboards to track customer health, churn risk, and growth
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Ensure data integrity across CRM and CS systems
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Optimize Customer Success tech stack (Salesforce, Gainsight, etc.)
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Lead system integrations, automation, and workflow improvements
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Improve handoffs between Sales, Product, Support, Marketing, and Finance
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Support enablement with tools, training, and resources
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Mentor and develop operations team members when applicable
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Drive change management for new processes and systems
Required Experience:
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10+ years in customer success, CS ops, or revenue operations in B2B SaaS
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3–5 years in leadership roles
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Experience advising senior executives
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Strong hands-on CRM and CS platform knowledge
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Advanced analytical and strategic thinking skills
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Strong cross-functional collaboration ability
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Excellent verbal and written communication
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Proven project and change management capability
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Comfortable working in fast-changing environments
Preferred Profile:
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Experience scaling high-growth SaaS operations
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Track record improving retention, NPS, and expansion
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Knowledge of lifecycle automation and digital engagement tools
90-Day Focus:
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First 30 Days: Audit tech stack and CS processes, build key relationships
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First 60 Days: Identify journey gaps and define CS Ops vision
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90 Days+: Launch roadmap, scale operations, build impact dashboards
Benefits & Perks:
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Flexible non-accrual PTO + 11 holidays
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Fully paid medical, dental, and vision plans
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12 weeks paid parental leave (+ recovery time for birthing parents)
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Fertility, adoption, and family benefits up to $50,000 lifetime
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Mental health support via Spring Health
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Caregiver support program
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Equity tax advisory sessions
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Employee Resource Groups participation
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$150/month WFH stipend
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$300/year productivity stipend
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$750 home office setup stipend
Important Notes:
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Role requires ability to obtain CJIS certification
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Background check and FBI CJIS compliance required
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Flock Safety never requests payment during hiring
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Official emails come only from @flocksafety.com domain
How to Apply:
Send your resume or contact on WhatsApp at Not Provided or email at recruiting@flocksafety.com
