Scaled Customer Success Manager - FAN

Flock is dedicated to building technology that enhances community safety and privacy. The Scaled Customer Success Manager will play a key role in delivering exceptional customer experiences at scale, managing customer onboarding and support, and leveraging AI tools to improve operational efficiency.

Responsibilities:

• 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