Job Title

Who are Fliplet? Fliplet is a fast-growing no-code / low-code app-building platform used by over 60 leading law firms and professional services organisations globally. We enable teams to build powerful mobile and web apps without traditional development effort combining the speed of no-code with the flexibility of enterprise-grade configuration. Today, over 120,000 users across 20+ countries rely on Fliplet every month. Were at an important stage of growth: the product is proven, the client base is sophisticated, and the next phase is about operational excellence, consistency, and scale . Role: Head of Customer Success (Operations & Enablement) Mission To own and run the Customer Success engine end to end ensuring predictable delivery, measurable adoption, and scalable CS operations that support Account Management-led renewals. This is an ops-led CS leadership role , not a relationship-only or renewal-owning position. What youll be responsible for 1. CS metrics & performance ownership (non-negotiable) You will define, own, and report on the CS input metrics that underpin retention and expansion, including: CSAT License Consumption Percentage (LCP) Customer Health Scores Service Day utilisation & ROI Adoption depth and time-to-value Delivery predictability and quality You are accountable for: setting targets tracking performance explaining variance driving corrective action You will also: Own the Customer Success data layer within the CRM (ideally HubSpot ), ensuring CS metrics, health signals, reporting, and workflows are accurate, maintained, and consistently used as a source of truth. 2. CS methodology, systems & tooling Own and continuously improve Fliplets CS methodology Define and maintain: playbooks templates workflows AM CS handoffs Ensure consistency across accounts without unnecessary bureaucracy Translate strategy into repeatable execution 3. Service Day delivery ownership Own the end-to-end delivery of Service Day work Ensure projects are: correctly scoped commercially viable delivered to a consistent standard Protect Service Days as a value lever , not just a delivery resource 4. Team leadership & development Lead, coach, and performance-manage the CS team (Senior & Junior) Set clear standards for: delivery quality client outcomes professional behaviour Develop skills pathways and progression Build a high-accountability, low-drama culture 5. Goals, OKRs & performance cadence Own CS goal-setting and OKRs Align CS objectives with: account strategy Elevate (KPI) operating model company priorities Run a clear performance cadence: weekly metrics monthly reviews quarterly planning Adjust plans based on data, not intuition 6. Capacity & resource planning Own CS capacity forecasting and planning Identify pressure points early Make and communicate trade-offs clearly 7. Cross-functional leadership Work closely with: Account Management (renewals & commercial strategy) Support (trend analysis, escalations) Product & Engineering (feedback loops, prioritisation) Act as the escalation point for complex client or delivery challenges What this role is NOT Owning renewals or revenue targets (AM-led) A relationship-only CS role A delivery coordinator A consultant-style advisory position What success looks like (12 months) CS metrics are clear, trusted, and used in decision-making AMs have confidence in CS inputs going into renewals Service Days are predictable and ROI-driven Delivery quality is consistent across clientsCapacity issues are forecast, not reactiveThe CS function runs without constant senior intervention Experience were looking for Required Led Customer Success or CS Operations in a B2B SaaS environment Owned CS metrics, OKRs, and reporting Experience with service-day / consulting / professional services models Strong operational background: capacity planning, process design, reportingProven people leadership and performance management experienceComfortable owning accountability without owning revenue Attributes Oper ially minded, not fluffy Comfortable making decisions and trade-offs Clear communicator who creates alignment Data-driven, outcome-focused Calm and credible under pressure Values consistency, quality, and continuous improvement #J-18808-Ljbffr