Drop us a line at hello@flossy.com
Enterprise
Customer Success Manager
About the role
You will own a portfolio of our largest customers from the day the contract is signed through renewal and expansion. Think of yourself as the GM of each customer's business, or a management consultant who actually carries out the change instead of handing over a slide deck. You will learn each customer's business better than they know it, put our agents to work against the numbers that matter most, and prove the value in hard ROI.
What you’ll do
Run the customer journey end to end. Manage each account from signed contract through implementation, pilot, proof of KPIs, go-live, expansion and renewal. You own the plan, the timeline, the stakeholders and the outcome.
Learn the customer's business inside and out. Dig into their data: call volume, booking rates, schedule use, cancellations, revenue per location, marketing spend and staffing. Figure out what actually drives their business and where they're losing money.
Deliver measurable ROI. Apply the agents they've bought to those drivers. Set the baseline, define success metrics with the customer, and track results location by location. Build the ROI case their leadership and board will use to justify a broader rollout.
Grow the account. Find new pain points and opportunities, match them to additional Flossy agents, and build the business case for expanding. You'll work with sales on upsells and renewals, and you'll often be the one who spots them.
Partner with product and engineering. Work closely with a technical lead and product lead to customize and configure each customer's agents: call-scoring rules, scheduling logic, scripts, integrations and reporting. Bring what you learn in the field back to shape the product roadmap.
Be the trusted advisor. Build relationships from front-desk managers and regional directors up to the COO, CEO and PE sponsor. Run weekly working sessions and business reviews that people want to attend.
Requirements
4 to 8 years of experience in enterprise customer success, implementation, management consulting, or operations at a multi-location business. PE portfolio experience is a plus.
Analytical and fluent with data. You're comfortable in spreadsheets and SQL-style analysis, and you can turn messy operational data into a clear story about dollars.
A strong project manager who keeps several complex rollouts on track at the same time without dropping details.
Commercially minded. You think in ROI, payback and expansion, and you're comfortable presenting a business case to executives.
Technical enough to configure software, understand integrations with systems like practice-management software, CRMs and phone systems, and work closely with engineers.
A builder who executes. You'd rather roll up your sleeves and make the change happen than write a recommendation.
Experience in dental, medspa, veterinary, wellness or other appointment-based businesses is a big plus.
Why Flossy?
Flossy builds AI agents for the appointment economy. Our agents answer phones, coach front-desk teams on calls, fill schedules and drive revenue for multi-location businesses in dental, medspa, veterinary and massage. We work with some of the largest groups in these industries, and we measure our success by the ROI we deliver to them.
You'll have direct impact on some of the fastest-growing multi-location brands in the country. You'll work closely with the founders at a company that's scaling fast, and there's a clear path to leading a customer success team as we grow.
Other Open Roles
Don't see your role?
We're hiring across implementation, product, engineering, and sales as we grow, and not every role is posted yet. If there's something you think you can contribute, reach out with a short note and a link to your work.