Scaled Customer Success Manager

Role Overview

• 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.

Requirements

• 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

• 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.