Flai · 12 hours ago
Founding Customer Success Manager
United States
Full-time
Remote
Mid, Senior LevelFlai is an AI communications platform for auto dealerships, and they are seeking a Founding Customer Success Manager to build their customer success function from the ground up. The role involves onboarding and scaling dealership accounts, driving adoption and outcomes, and creating playbooks and processes for customer success.
Artificial Intelligence (AI)AutomotiveSaaSSoftwareVirtual Assistant
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
Qualification
Required
Proven Customer Success Execution — Experience owning a book of business and driving adoption/retention in a fast-moving environment
Automotive Familiarity — Direct experience working with dealerships or selling into them. You understand the org chart, the cadence, and the operational constraints
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
Preferred
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)
Company
Flai
Flai is an AI-powered virtual assistant platform designed for enhancing dealership operations and customer engagement.
Founded in 2025
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$5MKey Investors
First Round CapitalY Combinator
2025-10-03Seed· $4.5M
2025-09-09Pre Seed· $0.5M
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