Fliplet

Account Manager

• Own a portfolio of smaller Enterprise accounts end-to-end, acting as the single commercial owner for each client.
• Be accountable for renewal outcomes, timelines, and commercial hygiene across your accounts.
• Ensure renewals are planned, forecasted, and completed on time with no reactive extensions or lapses.
• Maintain a rolling 12-month renewal forecast for assigned accounts.
• Own renewal preparation, pricing conversations (within agreed guardrails), and contract coordination.
• Monitor account health signals including engagement, usage, responsiveness, and sentiment.
• Proactively identify churn risks and work with Customer Success to mitigate them early.
• Act as the primary point of contact for assigned accounts.

Customer Success Manager

• Define, own, and report on the CS input metrics that underpin retention and expansion
• Own the Customer Success data layer within the CRM (ideally HubSpot)
• Own and continuously improve Fliplet’s CS methodology
• Ensure projects are correctly scoped, commercially viable, and delivered to a consistent standard
• Lead, coach, and performance-manage the CS team (Senior & Junior)
• Own CS goal-setting and OKRs
• Own CS capacity forecasting and planning
• Work closely with Account Management, Support, and Product & Engineering

Head of Customer Success

• Manage multiple customer projects, ensuring timely, high-quality delivery
• Gather comprehensive requirements from customers and draft accurate service estimates
• Develop detailed project plans with clear timelines and deliverables
• Utilize your technical skills to build prototypes using Fliplet Studio
• Identify trends in customer needs to develop tailored solutions
• Collaborate with developers to ensure successful app delivery
• Escalate customer issues to appropriate internal teams for resolution
• Maintain regular communication with customers to provide project updates
• Assist customers in defining their goals and success metrics
• Establish a clear Onboarding Project Plan with timelines and milestones
• Serve as the customer's primary point of contact during project deployment
• Demonstrate deep product knowledge and provide tailored recommendations
• Schedule and conduct training sessions, guiding new customers through Fliplet’s initial setup
• Assess training impact and suggest improvements

Customer Success Executive

Frontend Engineer

• Develop and maintain new features and solutions with Fliplet.
• Resolve bugs and technical issues from colleagues and clients.
• Use best practice when writing code, including creating reusable code.
• Use the latest AI tools effectively to deliver work.
• Work on multiple tasks each day including bugs, features and documentation.
• Provide accurate estimates for custom development work.
• Keep on track of new AI features.
• Write technical specifications and test plans for new features.
• Attend and contribute to planning, technical, and daily meetings.
• Meet project deadlines and delivery targets.
• Maintain accurate task lists and status information about your tasks.
• Manage and support clients & colleagues including QA, Customer Success (CS), Product and Engineering teams.
• Respond to emails, slack and community posts.
• Participate in design reviews.
• Maintain high delivery and quality standards.
• Share and participate in knowledge sharing and training sessions.
• Participate in company-wide events (online social events, monthly company update call, performance & reliability day, annual offsites).

Account Manager

Head of Customer Success

Customer Success Executive

Frontend Developer, AI Software Developer