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Salary: USD 85,000 - 135,000 / annual
Flai is building an AI-native communications platform for car dealerships, 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, Y Combinator, and Innovation Endeavors.
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 that moves quickly, onboarding and scaling accounts, driving real adoption and outcomes, and running the playbooks and processes that make Flai the standard for AI in the dealership industry.
Key responsibilities include:
- Own onboarding and rollout from kickoff to go-live across single rooftops and groups, managing timelines, integrations, training, and launch day execution
- Drive adoption and outcomes by getting dealerships genuinely hooked on using Flai daily, proving impact with data on missed-call capture, appointment set rate, response time, show rate, and retention
- Build real relationships with dealership stakeholders (GM, GSM, Fixed Ops Director, Service Manager, BDC Manager) and become their most trusted advisor
- Run the operating cadence with weekly check-ins, launch reviews, and QBRs, keeping everyone accountable to metrics and next moves
- Handle escalations with calm, fast, trusted support, triaging issues and working hand-in-hand with product and engineering
- Execute Flai's onboarding, training, renewal, and support processes with rigor while helping sharpen them based on what works
- Own retention and growth across your accounts, including multi-rooftop rollouts, new use cases, and volume expansion
- Translate what's happening inside dealerships into real product feedback, spotting patterns and helping shape product direction
You'll have a genuine voice in how the product evolves based on what you're seeing and hearing inside stores every day. This is an early-stage opportunity where your work in the next 12 months will directly shape how Flai serves customers for years to come.
REQUIREMENTS:
- Proven Customer Success execution: experience owning a book of business and driving adoption/retention in a fast-moving environment
- Early-stage experience: customer-facing role at an early-stage B2B SaaS company, with ability to build trust with customers before brand recognition does the work
- Sharp communication: clear, confident, and organized with dealers; strong at leading calls, training teams, and writing clean follow-ups
- Operational discipline: strong CRM hygiene, notes, tasks, and consistent account plans; diligent process execution
- Customer obsessed: build real relationships and genuinely care about customer outcomes, not just account health scores
- High ownership: take full accountability for accounts and follow through relentlessly
- Excited to be early: want to be part of a company at its earliest stage, energized by evolving processes
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)
