Founding Customer Success Manager

Responsibilities

• 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 actually use Flai daily and see measurable impact (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 QBRs. Create accountability around actions, metrics, and next steps.
• Handle escalations like an operator: Triage issues fast, coordinate with product/engineering, communicate clearly, and keep trust high when something breaks.
• 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 reality into crisp product feedback. Spot patterns, propose fixes, and help prioritize what matters most.

Requirements

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

• 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)