Customer Success Manager - East Coast

Flai is the AI platform for auto dealerships, automating busywork to allow dealership teams to focus on their strengths. The Customer Success Manager will onboard and scale accounts, drive adoption and outcomes, and play a crucial role in shaping the product based on customer feedback.

Responsibilities:

• Own onboarding and rollout: Lead the show from kickoff to go-live across single rooftops and groups, owning timelines, integrations, training, and launch day
• Drive adoption and outcomes: Get dealerships genuinely hooked on using Flai daily, and prove it with data, missed-call capture, appointment set rate, response time, show rate, retention
• Be the quarterback for your customers: Build real relationships with the people running these dealerships, GM, GSM, Fixed Ops Director, Service Manager, BDC Manager, and become the person they trust most
• Run the operating cadence: Set the rhythm with weekly check-ins, launch reviews, and QBRs, and keep everyone accountable to the metrics and the next moves
• Handle escalations like an operator: Be the calm, fast, trusted voice when something breaks, triaging issues and working hand in hand with product and engineering
• Follow the playbook, and help sharpen it: Execute Flai's onboarding, training, renewal, and support processes with real rigor, and get a direct hand in making them sharper as you learn what actually works
• Renew and expand: Own retention and growth across your accounts, multi-rooftop rollouts, new use cases, more volume, and be the one who spots the opportunity first
• Be the connective tissue to product: Get a front-row seat translating what's happening inside dealerships into real product feedback, spotting patterns and helping shape what we build next

Requirements:

• Proven Customer Success Execution: Experience owning a book of business and driving adoption/retention in a fast-moving environment
• Early-Stage Experience: Experience in a customer-facing role at an early-stage B2B SaaS company, you know what it takes to build trust with customers before a big brand name is doing the work for you
• 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 and run a tight ship
• Customer Obsessed: You build real relationships with the people you work with and genuinely care about their outcomes, not just the account health score
• High Ownership: You take full accountability for your accounts and follow through relentlessly, nothing falls through the cracks on your watch
• Excited to Be Early: You want to be part of a company at its earliest, most electric stage, energized by that even while working inside an evolving process rather than building one from scratch
• 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)