# Customer Success Manager

**Company:** [Flai](https://hotfix.jobs/companies/flai)
**Location:** Remote
**Role:** Customer Success
**Salary:** $85k – $135k/yr
**Skills:** CRM, Onboarding, Customer Retention, QBRs, dealer tech, dms, Integrations, data mapping, KPIs
**Posted:** 2026-08-01

> Customer Success Manager responsible for onboarding dealerships to Flai's AI platform, driving daily adoption, building relationships with key stakeholders, running QBRs, handling escalations, and owning retention/expansion. Requires proven CS execution in early-stage B2B SaaS, strong communication, operational discipline, and customer obsession.

## Job Description

## What You'll Do
- 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.

## Must Have
- 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.

## 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)

## What We Offer
- $85K-$135K OTE depending on experience
- Equity
- Full benefits including medical, dental, and vision
- Flexible PTO
- A small, high-trust, fast-moving team that has a genuinely good time building something real

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