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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, 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, owning the full customer lifecycle from onboarding through expansion.
Key responsibilities:
- Own onboarding and rollout: Lead from kickoff to go-live across single rooftops and groups, managing timelines, integrations, training, and launch day execution.
- Drive adoption and outcomes: Get dealerships genuinely using Flai daily, proving impact with data on missed-call capture, appointment set rate, response time, show rate, and retention.
- Be the quarterback for customers: Build real relationships with GMs, GSMs, Fixed Ops Directors, Service Managers, and BDC Managers, becoming their most trusted advisor.
- Run the operating cadence: Set the rhythm with weekly check-ins, launch reviews, and QBRs, keeping everyone accountable to metrics and next moves.
- Handle escalations: Be the calm, fast, trusted voice when issues arise, triaging problems and working with product and engineering.
- Execute and improve playbooks: Run Flai's onboarding, training, renewal, and support processes with rigor, and help sharpen them based on what works.
- Renew and expand: Own retention and growth across accounts, multi-rooftop rollouts, new use cases, and spot expansion opportunities first.
- Connect to product: Translate what's happening inside dealerships into product feedback, spot patterns, and help shape the 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: Customer-facing role at an early-stage company where you built trust before brand recognition.
- 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; you follow process diligently.
- 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).
