Flai
Customer Success Manager - San Francisco
San Francisco · Full-time
Sponsorship not specified$85k-$135kDetected 63 days ago
CRMCustomer SuccessCadenceCommunication
About the role
- This is a full-time, in-office role based in our San Francisco office (5 days/week).
- You'll work directly with the founders and be a key voice in how the product evolves based on what's happening inside stores.
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.
- 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.
- High Ownership: You don't wait for instructions. You identify problems, propose solutions, and drive outcomes.
Requirements
- Proven Customer Success Execution: Experience owning a book of business and driving adoption/retention in a fast-moving environment.
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)
- This is a rare moment to join a company at the earliest stage, with real traction, backed by investors who've seen what great looks like.
- You won't be executing someone else's playbook, you'll be writing it.
- Small, high-trust team where your work has real impact from day one
Compensation
- $85K-$135K OTE depending on experience
Benefits
- Full benefits including medical, dental, and vision
This listing is sourced directly from Flai's careers page and normalized into a canonical job model.