Scaled Customer Success Manager - FAN

The Opportunity

The Scaled Customer Success Manager (CSM) plays a critical role in delivering exceptional customer experiences at scale across the Flock Advisory Network (FAN). Supporting thousands of customers through a digital-first Customer Success model, this role serves as the frontline operational engine of FAN, helping customers successfully onboard, adopt, and realize value from their partnership with Flock.

• Manage a high volume of inbound customer requests.
• Lead onboarding activities.
• Deliver training and enablement programs.
• Build scalable solutions that reduce customer effort while improving outcomes.
• Manage key implementation and onboarding activities including account setup, kickoff calls, customer training, and activation support.

What You’ll Do

• 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.
• 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.
• 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.

The Skillset

• A strong customer-first mindset, operational discipline, and a passion for solving problems at scale.
• 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.
• Experience using 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.

Salary & Equity

In this role, you’ll receive a starting salary between $130,000 and $140,000 as well as 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.

Location

We’re building the impossible, together. To drive innovation through in-person collaboration, we’re prioritizing candidates in our key hubs: Atlanta, Austin, Boston, Chicago, Denver, Los Angeles, New York City, and San Francisco. While we value the energy of our hub communities, we embrace remote work and welcome applications from exceptional talent across the United States.

Perks

• Flexible PTO: We offer non-accrual PTO, plus 11 company holidays.
• 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.
• Mental Health Benefits: We offer 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.
• Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.
• Employee Resource Groups (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.
• 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.

Equal Opportunity Employer

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.