Director, Product Management - Customer Success

**Location** ------------ Remote \- USA **Employment Type** ------------------- Full time **Location Type** ----------------- Remote **Department** -------------- Product **Compensation** ---------------- * $200K – $250K • Offers Equity Where you fall within the compensation range is based on how you demonstrate the attributes and competencies required for the role. We mostly reserve the upper half of our compensation bands for internal growth. During your call with one of our recruiters, they can further clarify the salary range and our total compensation. Overview**The Problem** =============== As Flock continues to scale rapidly, expanding our post\-sale customer operations through robust, modern technology is a top corporate priority. Scaling our Customer Success and Support ecosystems requires a strategic enterprise product partner to architect scalable platform infrastructure and integrate intelligent automation. You will lead our customer care platform execution, drive AI\-assisted support frameworks, and engineer automated risk detection to empower our customer teams. **What You'll Own** =================== * Lead end\-to\-end product execution, system architecture, and technical roadmaps for customer care, contact center, and customer success platforms. * Architect 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, pl