Who are Fliplet?

Fliplet is the fastest-growing company in the rapid app development technology sector. We’re a start-up on a mission to help anyone create mobile or web apps without having any coding skills. Used by over 60 leading law firms and professional service companies, our product is unrivalled in the marketplace and as a result, we are growing.

Fliplet combines the benefits of no-code tools with the feature customisation of open-source software. We are an app building platform with global clients. This is an amazing opportunity to join a business that is in the relatively early stages of growth, yet has already built a fantastic reputation in the industry. We have over 120,000 users of our technology every month in over 20 countries. Our largest clients are in the law industry, but our client base is continuing to grow and we’re looking for ambitious people to join the next stage of our journey.

Mission: Lead and scale the CS function, ensuring successful delivery of client projects via Service Days, while balancing customer value, adoption, and commercial outcomes.

Key Responsibilities:

• Lead and coach the team of CS Developers (Senior & Junior), setting standards for delivery, adoption strategies, and customer outcomes (assessed via CSAT).

• Own and oversee the delivery of Service Day projects for clients, ensuring they are scoped, managed, and delivered to a high standard.

• Oversee the creation and execution of CS Strategic Plans aligned with account strategy and measurable client goals.

• Partner with Account Managers to drive revenue expansion and commercial alignment of CS work.

• Ensure all CS activities are commercially viable, delivered within the scope of purchased Service Days, and tracked against contracts.

• Conduct client adoption reviews and app value assessments to inform Service Day scoping.

• Maintain a close relationship with Support to spot trends, coordinate communication for widespread or high-impact issues, and lead the CS response to client escalations. Use insights from Support interactions to inform client strategy, service design, and continuous improvement initiatives.

• Track and report on customer adoption metrics (e.g. CSAT, LCP, Health Scores, Service Day ROI).

• Lead continuous improvement of CS methodology, tools, processes, and templates.

• Mentor and coach CS team members, supporting skills growth and professional development.

• Balance operational leadership with occasional hands-on delivery when required to support client success or cover capacity needs.

• Act as an escalation point for complex client situations or delivery challenges.

• Lead the CS team in setting goals, defining targets, and establishing OKRs, ensuring alignment with overall account strategy and organizational objectives. Monitor progress, provide guidance, and adjust plans as needed to drive consistent team performance and client outcomes.

  Oversee team capacity and resource planning to ensure the CS team can meet client demands. Lead hiring initiatives when needed, including defining roles, interviewing candidates, and onboarding new team members to maintain a high-performing, scalable team.