# Founding Customer Success Manager

**Company:** [Flai](https://hotfix.jobs/companies/flai)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $85k – $135k/yr
**Skills:** Customer Success, CRM, Account Management, QBRs, Onboarding, Retention, Escalation Management, Product Feedback, Dealership Operations, KPI Tracking
**Posted:** 2026-05-19

> Own and build customer success from the ground up for an early-stage AI platform serving auto dealerships. Drive onboarding, adoption, retention, and expansion while shaping CS processes and product direction.

## Job Description

## 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)

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