Customer Success Manager - San Francisco
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, in-office position based in our San Francisco office (5 days/week). Your responsibilities will include onboarding and scaling dealership and dealer group accounts, driving adoption and outcomes, and helping to define the standards for Flai's operations. You will work closely with the founders and contribute to the product's evolution based on real-world store experiences.
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 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, communicate clearly, and maintain trust when things break.
Build the CS machine: Create repeatable playbooks for onboarding, training, renewals, expansion, and support handoffs. Help define what "good" looks like across a portfolio.
Renew and expand: Own retention and expansion motions (multi-rooftop rollouts, adding use cases, increasing volume). Identify growth opportunities and partner with sales when needed.
Close the product feedback loop: Translate dealership realities into clear product feedback. Spot patterns, 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. You run a tight ship.
High Ownership: You don't wait for instructions. You identify problems, propose solutions, and drive outcomes.
Comfort with Ambiguity: You can build the plane while flying it. Founding role means process + execution at the same time.
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 won't be following someone else's playbook; you'll be shaping it. The work you do in the next 12 months will directly influence how Flai serves customers for years to come.
What We Offer
$85K - $135K OTE depending on experience
Equity
Full benefits including medical, dental, and vision
Flexible PTO
Small, high-trust team where your work has real impact from day one