Enterprise Customer Success Manager

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

📋 Description

• Take charge of the customer journey starting from contract signing through to implementation, KPI validation, go-live, renewal, and expansion.

• Oversee customer plans, timelines, stakeholders, and outcomes.

• Evaluate call volume, booking rates, scheduling, cancellations, revenue per location, marketing expenditures, and staffing requirements.

• Recognize business drivers and pinpoint areas with lost opportunities.

• Implement Flossy AI agents focusing on core business drivers.

• Establish success metrics, monitor progress across various locations, and create ROI cases for wider adoption.

• Discover customer needs and identify opportunities for upselling and expansion.

• Work closely with product and engineering teams to customize agent solutions, including call scoring, scheduling logic, scripts, integrations, and reporting.

• Provide customer insights to inform Flossy’s product roadmap.

• Cultivate relationships from front-desk managers to executive leadership.

• Facilitate weekly sessions and business reviews.

⛳️ Requirements

• 4–8 years of experience in enterprise customer success, implementation, management consulting, or operations within a multi-location business.

• Preferred experience with private equity portfolios.

• Strong analytical abilities and proficiency in data interpretation.

• Expertise in spreadsheets and SQL-like analysis.

• Demonstrated project management skills with the ability to handle multiple complex rollouts concurrently.

• Commercial insight with a solid understanding of ROI, payback periods, and growth strategies.

• Confidence in presenting business cases to executive-level personnel.

• Technical aptitude to configure software and comprehend system integrations, including practice management systems, CRMs, and phone systems.

• Proactive approach to facilitating operational changes.

• Experience in dental, medspa, veterinary, wellness, or other appointment-driven industries is a distinct advantage.

🏝️ Benefits

• Clear pathway to leadership as the customer success organization grows.

• Opportunity to have a direct impact on rapidly scaling multi-location brands.

• Close collaboration with the company's founders.