Fliplet

• 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).

• 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

• 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

• 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.