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Customer Success Manager - East Coast

Flai · United States · 1 mo ago
RemoteRemoteCustomer Service$85k–$135k/yrFull-time

About Flai

Flai is an AI communications platform designed specifically for auto dealerships. Dealers use Flai to enhance customer interactions, reduce friction, and automate communication outside the store, allowing their teams to focus on closing deals and providing exceptional in-store experiences. Flai is backed by a roster of prominent investors including First Round Capital, Toyota Ventures, Y Combinator, SV Angel, Liquid 2 Ventures, Innovation Endeavors, and others.

Role Overview

We are seeking a Customer Success Manager to establish and grow Flai's customer success function. This is a full-time, remote position open to candidates based in the East Coast or willing to work East Coast hours. Your responsibilities will include onboarding and scaling dealership and dealer group accounts, driving adoption and outcomes, and helping to define best practices for the product.

What You'll Do

  • Own onboarding and rollout: Lead implementations from kickoff to go-live across single rooftops and groups. Coordinate timelines, integrations, training, and launch checklists.

  • Drive adoption and outcomes: Ensure dealerships use Flai daily and achieve measurable improvements (missed-call capture, appointment set rate, response time, show rate, retention, etc.).

  • Be the quarterback for the account: Build strong relationships with key decision-makers and day-to-day champions (GM, GSM, Fixed Ops Director, Service Manager, BDC Manager).

  • Run the operating cadence: Set up weekly check-ins, launch reviews, and quarterly business reviews (QBRs).

  • Create accountability around actions, metrics, and next steps. Handle escalations like an operator: Triage issues quickly, coordinate with product/engineering, and maintain trust when things go wrong.

  • Build the CS machine: Develop repeatable playbooks for onboarding, training, renewal, expansion, and support handoffs. Help define what "good" looks like across a portfolio.

  • Renew and expand: Own retention and expansion efforts (multi-rooftop rollouts, additional use cases, increased volume). Identify growth opportunities and collaborate with sales when necessary.

  • Close the product feedback loop: Translate dealership realities into clear product feedback. Spot trends, propose fixes, and help prioritize what matters most.

Must Have

  • Proven Customer Success Execution: Experience owning a book of business and driving adoption/retention in a fast-paced environment.

  • 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. Runs a tight ship.

  • High Ownership: Identifies problems, proposes solutions, and drives outcomes. Comfortable with ambiguity and able to build the plane while flying it.

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).

Why Flai

This is a unique opportunity to join a company at its earliest stages, with significant traction and backing from top-tier investors. You'll have the chance to shape Flai's approach to serving customers, making your contributions deeply impactful. We offer a competitive compensation range of $85K - $135K OTE, along with equity and comprehensive benefits including medical, dental, and vision coverage. Our flexible PTO policy and small, high-trust team ensure that your work has immediate and meaningful impact.

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