Customer Success Manager - East Coast

About Flai

Flai is an AI communications platform for auto dealerships. Dealers use Flai to capture every customer, eliminate friction, and automate communication outside the store so their teams can focus on closing deals and delivering exceptional in-person experiences. Flai is backed by First Round Capital, Toyota Ventures, Y Combinator, SV Angel, Liquid 2 Ventures, Innovation Endeavors, and other world-class investors.

Role Overview

We're hiring a Customer Success Manager to own and build Flai's customer success function from the ground up. This is a full-time, remote role open to candidates based on the East Coast or willing to work East Coast hours. You will onboard and scale dealership and dealer group accounts, drive adoption and outcomes, and help define the playbooks, metrics, and processes that become the Flai standard. You'll work directly with the founders and be a key voice in how the product evolves based on what's happening inside stores.

What You'll Do

• 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.

Must Have

• 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 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)

Why Flai

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. The work you do in the next 12 months will directly shape how Flai serves customers for years.

What We Offer

• $85K-$135K OTE depending on experience

• Equity

• Full benefits including medical, dental, and vision

• Flexible PTO

• Small, high-trust team where your work has real impact from day one