Scaled Customer Success Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Create self-service resources, FAQs, knowledge base articles, and educational materials for customers.

• Discover opportunities to automate repetitive customer interactions and workflows.

• Develop scalable customer engagement initiatives that enhance adoption and minimize reliance on support.

• Examine customer behavior and support trends to pinpoint opportunities for scalability.

• Assist in the implementation of automated communications, onboarding journeys, and customer success processes.

• Utilize AI-driven tools to enhance customer education, content generation, onboarding efficacy, and large-scale customer engagement.

• Act as a vital contributor to FAN's operational effectiveness and scalability.

• Identify inefficiencies and prospects for process enhancements across onboarding, support, and customer success workflows.

• Generate documentation, playbooks, and standard operating procedures.

• Evaluate customer feedback, case trends, and operational metrics to suggest enhancements.

• Collaborate with leadership to implement scalable solutions that boost efficiency and improve customer outcomes.

• Participate in workflow automation initiatives and operational transformation projects.

• Identify and integrate opportunities for AI and automation into both customer-facing and internal processes.

• Help shape the future operational model of FAN through ongoing improvement initiatives.

⛳️ Requirements

• Proven experience in Customer Success, Support, Onboarding, Implementation, or Customer Operations within a SaaS environment.

• Strong capability to manage a high volume of customer interactions while ensuring quality and accuracy.

• Experience in conducting customer onboarding, training, or implementation activities.

• Excellent troubleshooting and problem-solving abilities.

• Outstanding written and verbal communication skills.

• Ability to balance urgency with meticulous attention to detail.

• Experience collaborating across Product, Support, Billing, Sales, and Operations teams.

• Strong organizational and project management skills.

• Experience in creating customer-facing documentation, training materials, or knowledge resources.

• Familiarity with CRM, Customer Success, and support platforms.

• Comfort with operational data, reporting, and customer health indicators.

• Experience in building scalable workflows, automation, or digital customer success programs.

• Demonstrated ability to adopt, utilize, and become proficient with AI-driven tools to enhance productivity, customer outcomes, and operational efficiency.

• Experience utilizing AI to streamline workflows, automate repetitive tasks, generate content for customers, analyze trends, and enhance decision-making.

• A curious mindset and willingness to continuously learn, experiment with emerging technologies, and explore new methods to scale impact through AI and automation.

🏝️ Benefits

• Flexible PTO: We offer non-accrual PTO, along with 11 company holidays.

• Fully-covered health benefits plan for employees: including Medical, Dental, Vision, and an HSA match.

• Family Leave: All employees are entitled to 12 weeks of 100% paid parental leave. Birthing parents qualify for an additional 6-8 weeks of physical recovery time.

• Fertility & Family Benefits: We have partnered with Maven, a comprehensive digital health benefit for starting and raising a family. Flock provides a $50,000 lifetime maximum benefit for eligible adoption, surrogacy, or fertility expenses.

• Spring Health: Spring Health offers a range of mental health benefits, including therapy, coaching, medication management, and digital tools, all customized to the individual's needs.

• Caregiver Support: We have teamed up with Cariloop to offer caregiver support for our employees.

• Carta Tax Advisor: Employees are entitled to 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general inquiries.

• ERGs: We aim for all employees to thrive and feel a sense of belonging at Flock. We currently offer four ERGs - Women of Flock, Flock Proud, LEOs, and Melanin Motion. If you wish to connect with a representative from any of these, please inform your recruiter.

• WFH Stipend: $150 per month to assist with the costs of remote work.

• Productivity Stipend: $300 per year for use on Audible, Calm, Masterclass, Duolingo, and much more.

• Home Office Stipend: A one-time payment of $750 to help you create your ideal office space.