Customer Success Manager

About the Company

Flai is the AI platform for auto dealerships. We automate busywork so dealership teams can spend their energy on what they're actually great at. We're backed by some of the best in the business, including First Round Capital, Toyota Ventures, and Y Combinator.

Responsibilities

• Own onboarding and rollout from kickoff to go-live across single rooftops and groups
• Drive adoption and outcomes by proving value through data like missed-call capture and appointment set rates
• Build relationships with dealership leadership including GMs, GSMs, and Service Managers
• Manage operating cadence including weekly check-ins, launch reviews, and QBRs
• Handle escalations by triaging issues with product and engineering teams
• Execute and refine onboarding, training, renewal, and support processes
• Own retention and growth across accounts and multi-rooftop rollouts
• Translate dealership feedback into actionable product insights

Requirements

• Proven experience owning a book of business and driving adoption/retention
• Experience in a customer-facing role at an early-stage B2B SaaS company
• Clear, confident, and organized communication skills for leading calls and training
• Strong operational discipline and CRM hygiene
• High level of ownership and accountability
• Ability to thrive in an early-stage, fast-moving environment

Preferred Qualifications

• Experience with dealer tech ecosystems (DMS, CRM, schedulers, call tracking)
• Experience scaling onboarding across multi-rooftop groups
• Comfort with light technical coordination such as integrations and data mapping
• Experience conducting QBRs tied to dealership KPIs