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.

We’re 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 you’ll 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 Fliplet’s 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 clients

• Capacity issues are forecast, not reactive

• The CS function runs without constant senior intervention

Experience we’re 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, reporting

• Proven people leadership and performance management experience

• Comfortable owning accountability without owning revenue

Attributes

• Operationally 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