Director, Product Management - Customer Success

What You'll Own

• Lead end-to-end product execution, system architecture, and technical roadmaps for customer care, contact center, and customer success platforms.
• Arcitect advanced automation capabilities, including AI-assisted support frameworks, chat-based auto-resolution engines, and automated Customer Success Manager lifecycles.
• Integrate automated risk detection models and real-time call-to-action triggers directly into post-sale operational platforms.
• Connect post-sale platforms to core business systems to ensure entitlement data, provisioning status, and contract records sync seamlessly without manual intervention.
• Translate customer usage telemetry signals into structured data inputs that trigger real-time, actionable alerts for operational teams.

What This Role is Not

• This isn't a traditional customer-facing or CS operations management role, you will focus on technical product management, platform architecture, and software builds.
• This is not an isolated software project, you will partner daily with Support and Customer Success leadership to translate operational visions into scalable platform infrastructure.
• This isn't a manual process management job, your core focus centers on eliminating manual data lookups by engineering agentic AI and automated workflows.

What You Bring

• Proven track record leading product managers and managing technical enterprise platforms within post-sale customer lifecycle domains.
• Hands-on experience architecting, implementing, or integrating AI-driven platform tools, including automated chat interfaces and natural language processing frameworks.
• Operational familiarity with enterprise customer management stacks, specifically Salesforce Service Cloud and Gainsight, focusing on health scoring, playbooks, and automated triggers.
• Demonstrated capability connecting customer success platforms to core business infrastructure and transforming usage telemetry into automated system behaviors.
• Strong cross-functional partnership skills to map data handshakes, capture technical dependencies, and guide engineering partners toward stable builds.

Compensation

Compensation: Starting salary between $200,000 and $250,000, plus Flock 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.

About the Role

Flock is dedicated to making communities safer. Last year, we supported over 1 million criminal investigations and helped locate more than 10,000 missing people. With over $1B in funding and a team of 1,700, we're committed to solving complex problems and building innovative solutions. We prioritize candidates in Atlanta and Boston, offering real in-person time with coworkers. Remote roles are available, and we consider applications from anywhere.

Qualifications

We are an equal opportunity employer and value diversity at our company. We encourage applications from individuals with disabilities, women, and underrepresented groups. If you need assistance or an accommodation due to a disability, please email recruiting@flocksafety.com.

Schedule

Not specified.

Benefits

Not specified.