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Salary: USD 85,000 - 135,000 / annual
Flai is an AI-native communications platform for car dealerships, operating in a $1.3 trillion industry where dealerships spend $36B annually on operations. The company has deployed multiple products across hundreds of dealerships, partnered with the 2nd largest automaker in the country, and raised from leading VCs including First Round Capital, Toyota Ventures, and Y Combinator.
As Customer Success Manager, you will be the connective tissue between Flai and its customers, sitting at the center of a fast-moving AI story. You'll work shoulder-to-shoulder with a founding team, owning the full customer lifecycle from onboarding through expansion.
Key responsibilities:
- Own onboarding and rollout across single rooftops and groups, managing timelines, integrations, training, and launch day execution
- Drive adoption and outcomes by ensuring dealerships use Flai daily, tracking metrics like missed-call capture, appointment set rate, response time, show rate, and retention
- Build relationships with dealership leadership (GM, GSM, Fixed Ops Director, Service Manager, BDC Manager) and become their trusted advisor
- Run operating cadence with weekly check-ins, launch reviews, and quarterly business reviews (QBRs)
- Handle escalations with calm, fast problem-solving, triaging issues and coordinating with product and engineering
- Execute and refine Flai's onboarding, training, renewal, and support processes
- Own retention and growth across your accounts, identifying opportunities for multi-rooftop rollouts and new use cases
- Translate dealership feedback into product insights, helping shape the product roadmap
Requirements:
- Proven customer success execution: experience owning a book of business and driving adoption/retention in a fast-moving environment
- Early-stage B2B SaaS experience in a customer-facing role, with ability to build trust before brand recognition
- Sharp communication skills: clear, confident, organized; strong at leading calls, training teams, and writing follow-ups
- Operational discipline: strong CRM hygiene, detailed notes and tasks, consistent account planning
- Customer obsessed: genuine care for customer outcomes, not just account health metrics
- High ownership: full accountability for accounts with relentless follow-through
- Excitement about being early: energized by working in an evolving process at an early-stage company
Nice to have:
- Experience with dealer tech ecosystems (DMS/CRM/schedulers, call tracking, BDC workflows)
- Experience scaling onboarding across multi-rooftop groups
- Comfort with light technical coordination (integrations, data mapping, troubleshooting)
- Experience with QBRs tied to dealership KPIs (RO count, appointments, CSI, retention)
