Customer Success Manager

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

📋 Description

• Take charge of onboarding and rollout: Lead implementations from the kickoff phase to go-live for both individual rooftops and larger groups. Manage timelines, integrations, training sessions, and launch checklists.

• Promote usage and results: Ensure that dealerships utilize Flai on a daily basis and experience measurable improvements (such as missed-call capture, appointment setting rate, response time, show rate, retention, etc.).

• Act as the account quarterback: Establish strong relationships with key decision-makers and daily champions (General Manager, General Sales Manager, Fixed Operations Director, Service Manager, BDC Manager).

• Manage the operational rhythm: Organize weekly check-ins, launch reviews, and quarterly business reviews (QBRs). Foster accountability around actions, metrics, and next steps.

• Address escalations like a seasoned operator: Quickly triage issues, collaborate with product/engineering teams, communicate effectively, and maintain high trust levels when issues arise.

• Develop the Customer Success framework: Create repeatable playbooks for onboarding, training, renewals, expansions, and support handoffs. Help define what excellence looks like across a portfolio.

• Oversee renewal and expansion initiatives: Manage retention and expansion activities (multi-rooftop rollouts, introducing additional use cases, increasing volume). Identify growth opportunities and collaborate with sales when necessary.

• Complete the product feedback loop: Convert dealership experiences into precise product feedback. Identify patterns, suggest solutions, and assist in prioritizing what is most important.

⛳️ Requirements

• Proven track record in Customer Success: Experience managing a book of business and driving adoption and retention in a dynamic environment.

• Excellent Communication Skills: Clear, confident, and organized in interactions with dealers. Proficient in leading calls, training teams, and crafting concise follow-up communications.

• Strong Operational Discipline: Maintain impeccable CRM hygiene, notes, tasks, and consistent account plans. You operate with precision.

• High Level of Ownership: You take initiative without waiting for instructions. You identify challenges, propose solutions, and drive results.

• Ability to Navigate Ambiguity: Capable of building processes while executing them concurrently. This founding role requires simultaneous process development and execution.

• Nice to Have:

• Familiarity with dealer technology ecosystems (DMS/CRM/schedulers, call tracking, BDC workflows).

• Experience in scaling onboarding processes across multiple rooftop groups.

• Comfort with light technical coordination (integrations, data mapping, troubleshooting).

• Experience with QBRs linked to dealership KPIs (RO count, appointments, CSI, retention).

🏝️ Benefits

• $85K-$135K OTE based on experience.

• Equity opportunities.

• Comprehensive benefits package including medical, dental, and vision coverage.

• Flexible paid time off (PTO).

• Join a small, high-trust team where your contributions make a significant impact from day one.