Customer Success Manager - East Coast

About Flai

Flai is an AI-powered platform designed specifically for automobile dealerships, aiming to automate repetitive tasks to let dealership teams focus on their core strengths. Supported by top investors, Flai is rapidly expanding and innovating in the AI space.

Role Overview

We are looking for a Customer Success Manager to serve as the primary liaison between Flai and its customers, particularly on the East Coast. Working closely with the founding team, you will lead onboarding, expand account usage, ensure adoption, and drive meaningful customer outcomes. Your input will directly impact product evolution through insights gained from dealer interactions.

Responsibilities

• Manage the entire onboarding process from project kickoff to launch for single and multi-location dealerships, ensuring timely integrations, training, and rollout.
• Promote and measure active daily use of Flai within dealerships by tracking key metrics such as missed-call capture, appointment set rate, response times, show rates, and customer retention.
• Develop strong partnerships with dealership leaders including General Managers, GSMs, Fixed Operations Directors, Service Managers, and BDC Managers, becoming their trusted advisor.
• Establish consistent communication rhythms through weekly meetings, launch reviews, and quarterly business reviews to maintain focus on goals and accountability.
• Address escalated issues promptly and calmly by coordinating with product and engineering teams to troubleshoot and resolve problems.
• Execute and continuously improve Flai’s onboarding, training, renewal, and support procedures with discipline and precision.
• Drive retention and growth by managing renewals, upselling additional use cases or volumes, and identifying expansion opportunities across accounts.
• Act as a vital conduit for customer feedback to the product team by identifying trends and conveying real-world dealership insights.

Requirements

• Demonstrated success managing customer portfolios and fostering adoption and retention in dynamic, fast-paced environments.
• Experience in early-stage B2B SaaS customer roles, comfortable building trust without a well-known brand backing.
• Excellent communication skills, both verbal and written, capable of leading calls, training sessions, and follow-ups effectively.
• Strong operational discipline with meticulous use of CRM tools, account planning, and task management.
• Deep customer focus with a genuine commitment to client success beyond metrics.
• High level of ownership, ensuring no detail or issue is overlooked within accounts.
• Motivation to thrive in a fast-evolving startup environment with energy and adaptability.

Preferred Qualifications

• Familiarity with dealership technology ecosystems including DMS, CRM systems, call tracking, and BDC workflows.
• Experience managing onboarding processes for multi-location dealership groups.
• Comfortable with technical coordination tasks such as integration setup, data mapping, and troubleshooting.
• Experience conducting QBRs linked to dealership key performance indicators such as repair order counts, appointments, customer satisfaction index, and retention.

Compensation and Benefits

• On-target earnings ranging from $85,000 to $135,000 annually depending on experience.
• Equity participation in the company.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Flexible paid time off policy.
• Opportunity to join a small, fast-paced, high-trust team deeply engaged in pioneering AI solutions for the automotive industry.