About the role

Role Overview

Director of Product Management (Customer Success) at Flock Safety. You will lead execution of the customer care platform, develop AI-assisted support frameworks, and help engineer automated risk detection. You will work closely with Support and Customer Success leadership on platform architecture and software builds.

Key Missions

Lead execution of the customer care platform, driving AI-assisted support frameworks and automated risk detection.
Architect advanced automation capabilities, including:
- AI-assisted support frameworks
- Chat-based auto-resolution engines
- Automated Customer Success Manager lifecycles
Connect post-sale platforms to core business systems so that entitlement data, provisioning status, and contract records sync seamlessly (without manual work).

Responsibilities

Perform technical product management across platform architecture and software builds.
Partner daily with Support and Customer Success leadership.
Map data handshakes, capture technical dependencies, and guide engineering partners to stable builds.
Lead product managers and manage technical enterprise platforms in post-sale customer lifecycle domains.

Requirements

Hands-on experience architecting, implementing, or integrating AI-driven platform tools, including:
- automated chat interfaces
- natural language processing frameworks
Experience connecting customer success platforms to core business infrastructure and transforming usage telemetry into automated behaviors.
Track record leading product managers and managing technical enterprise platforms in post-sale customer lifecycle domains.
Familiarity with enterprise customer management stacks, especially:
- Salesforce Service Cloud (health scoring, playbooks, automated triggers)
- Gainsight
Strong cross-functional collaboration skills to manage technical dependencies and data flows.

Nice-to-Haves

Operational experience with broader customer lifecycle automation and risk-based support programs (implied by automation and risk detection focus).

About Flock Safety

Flock Safety is a rapidly scaling technology company focused on building customer-facing platforms that support post-sale operations and customer success outcomes. The role emphasizes customer care platform execution, AI-assisted support frameworks, and automated risk detection, indicating a strong product and engineering orientation.

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