TL;DR

Director, Customer Journey Operations (SaaS): Leading and optimizing the operational backbone of the Customer Solutions and Success organization with an accent on improving customer outcomes, organizational efficiency, and business performance. Focus on translating high-level customer success strategies into executable plans, measurable results, and scalable processes across the customer lifecycle.

Location: Remote (USA)

Salary: $170,000 - $200,000

Company

Flock Safety is a safety technology platform connecting communities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network.

What you will do

  • Define and measure operational strategies and programs to improve customer outcomes and business performance.
  • Design and refine scalable processes for onboarding, adoption, renewals, and risk mitigation.
  • Build and maintain operational dashboards providing insights into customer health and growth opportunities.
  • Optimize the Customer Success tech stack, including Gainsight and Salesforce, to support reporting and decision-making.
  • Act as a liaison between Customer Success and Sales, Product, and Finance to improve handoffs and customer experience.
  • Coach and develop operations professionals, fostering a culture of excellence and continuous improvement.

Requirements

  • Experience: 10+ years in customer success, CS operations, or revenue operations in B2B SaaS, with 3–5 years in leadership.
  • Technical Proficiency: Hands-on experience with CRM and CS platforms (Salesforce, Gainsight) and BI/reporting tools.
  • Strong analytical and strategic thinking skills with a data-driven approach.
  • Proven ability to work collaboratively across functions and drive consensus among stakeholders.
  • Exceptional verbal and written communication skills.
  • Demonstrated people leadership and project management capabilities.

Nice to have

  • Experience scaling operations in a high-growth SaaS organization.
  • Track record of improving key CS metrics (retention, NPS, expansion, time-to-value).
  • Familiarity with customer lifecycle automation and digital engagement tools.

Culture & Benefits

  • Flexible PTO and 11 company holidays.
  • Fully-paid health benefits plan for employees, including medical, dental, vision, and HSA match.
  • 12 weeks of 100% paid parental leave.
  • $150 per month WFH Stipend to cover the costs of working from home.
  • One-time $750 Home Office Stipend to help you create your dream office.