Customer Success Manager - San Francisco

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 in-office role based in our San Francisco office (5 days/week). 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

What We Do

Flai is an AI-powered platform for automotive dealerships that automates customer interactions books appointments and enhances engagement. Their AI assistants handle inbound calls manage recalls and integrate with dealership systems to streamline operations and improve lead management.

Why Work With Us

Flai sits at the intersection of two things that don't usually go together: a massive established industry and a genuinely early AI opportunity. Automotive is a multi-billion dollar space that has been slow to change and that's exactly what makes it exciting right now. We're not fighting for scraps in an oversaturated market.