Enterprise Customer Success Manager

About the Role

As an Enterprise Customer Success Manager at Flossy, you will take full ownership of a portfolio of our largest clients, guiding them from contract signing through implementation, renewal, and expansion. Think of yourself as the general manager for each client's business—partnering deeply to drive outcomes, not just offering advice. You'll immerse yourself in each client's operations to deploy Flossy AI agents, drive key metrics, and demonstrate clear, measurable ROI.

What You'll Do

• Lead the customer journey. Own every phase—from contract signature through implementation, KPI validation, go-live, and ongoing expansion. Manage plans, timelines, stakeholders, and results.

• Gain deep business insights. Analyze client data such as call volume, booking rates, scheduling, cancellations, revenue per location, marketing spend, and staffing. Identify business drivers and uncover areas of lost opportunity.

• Deliver measurable ROI. Deploy our AI agents against core business drivers. Collaborate on defining success metrics, track progress at every location, and build ROI cases that secure broader adoption.

• Drive account growth. Uncover new needs and opportunities, aligning them with additional Flossy solutions. Develop the case for upsells and expansions, frequently identifying these ahead of the sales team.

• Collaborate cross-functionally. Work directly with product and engineering to tailor agent solutions—configuring call scoring, scheduling logic, scripts, integrations, and reporting. Channel your on-the-ground insights into Flossy’s product roadmap.

• Act as a trusted advisor. Build relationships across all client levels—from front-desk managers to executive leadership. Lead engaging weekly sessions and business reviews that clients value and attend.

Requirements

• 4–8 years’ experience in enterprise customer success, implementation, management consulting, or operations at a multi-location business. PE portfolio experience preferred.

• Strong analytical skills and data fluency. Proficient with spreadsheets and SQL-like analysis, able to turn operational data into actionable business stories.

• Proven project management capability—adept at managing multiple complex rollouts simultaneously without losing detail.

• Commercial acumen; you think in terms of ROI, payback, and growth, and are confident presenting business cases to executives.

• Technical skills to configure software, understand system integrations (i.e., practice-management, CRMs, phone systems), and partner effectively with engineers.

• Hands-on approach—eager to drive real change, not just make recommendations.

• Experience in dental, medspa, veterinary, wellness, or other appointment-based industries is a strong advantage.

Why Flossy?

Flossy builds AI agents for the appointment economy. Our technology answers calls, coaches front-desk teams, fills schedules, and drives significant revenue impact for multi-location businesses in dental, medspa, veterinary, and massage sectors. We partner with leading brands and measure our success by their tangible ROI.

As part of our fast-growing team, you will directly influence some of the fastest-scaling multi-location brands nationwide. You’ll collaborate closely with our founders and have a clear path to leadership as we expand our customer success organization.