Senior Customer Success Executive

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Who are Fliplet?

Fliplet is a start‑up on a mission to help anyone create mobile or web apps without having any coding skills. Used by over 80 leading law firms and professional service companies, our product is unrivaled 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.

The Role

Fliplet is looking for a highly skilled and technically confident Senior Customer App Developer (Customer Success Executive) to join our Customer Success team. This role is central to delivering high‑impact Service Day projects, supporting client adoption, and ensuring customers gain meaningful, measurable value from the Fliplet platform.

Key Responsibilities

• Lead end‑to‑end delivery of client app projects, owning everything from requirements gathering to final deployment.
• Manage multiple Service Day engagements simultaneously, ensuring high‑quality, on‑time delivery.
• Scope and estimate Service Day work accurately, translating client needs into clear, deliverable plans that align with commercial contracts.
• Work directly with Studio Users, Product Owners, and project stakeholders to design, configure, and build app features and functionality.
• Produce prototypes, proofs of concept, and fully configured app screens using Fliplet Studio (full platform training provided).
• Ensure all builds are scalable, supportable, and aligned to best practices across UI, UX, data structures, performance, and maintainability.
• Document all build decisions, configuration steps, and technical considerations for internal and client use.
• Provide clear guidance to clients on how to maintain, update, or extend their apps after delivery.
• Support strong adoption and measurable client outcomes through workshops, reviews, and training sessions.
• Review client workflows and analytics to identify optimization opportunities.
• Advise clients on best practices for app design, configuration, content management, integrations, and release cycles.
• Track and report on CSAT for all engagements, ensuring consistently high sentiment and proactively resolving any dissatisfaction.
• Maintain accurate project notes, timelines, and deliverables throughout the Service Day lifecycle.
• Uphold delivery standards for scoping, configuration, QA, documentation, and handover.
• Participate in internal QA processes and contribute to defining quality frameworks for the CS function.
• Act as the lead technical contact during Service Day delivery, communicating progress, risks, and recommendations.
• Serve as a trusted technical advisor throughout client journey, surfacing expansion opportunities.
• Share structured insights from Service Days with Product, Support, and CS Leadership to influence roadmap priorities and customer strategy.
• Contribute to predictive risk identification using client behavior, project blockers, and adoption signals.
• Strengthen the CS team’s capability and build repeatable excellence through mentoring and support.
• Review designs, prototypes, and client deliverables to ensure quality.
• Develop reusable components, templates, and best‑practice frameworks to improve delivery efficiency.
• Support development of CS methodologies, delivery frameworks, documentation standards, and internal training resources.
• Drive innovation by recommending ways to improve Service Day workflows, delivery efficiency, and app development practices.
• Represent the technical voice of CS within the Retention function and maintain deep knowledge of Fliplet Studio and emerging features.
• Collaborate with Product Managers to test and document new features ahead of release.
• Identify recurring technical trends from Service Day work and feed these into product improvements.
• Collaborate with Support to resolve client issues discovered during delivery and provide context for recurring behavior.

Requirements

Experience

• 3–4+ years in a SaaS implementation, app development, technical consulting, or similar role
• Proven experience managing multiple client‑facing projects
• Strong technical aptitude — low‑code/no‑code experience highly beneficial
• Experience gathering requirements, estimating work, and delivering structured builds
• Knowledge of UI/UX principles or experience designing user interfaces is advantageous
• Experience mentoring or supporting junior colleagues is a plus

Technical Skills (nice to have)

• Basic understanding of HTML, CSS, or JavaScript (beneficial, not essential)
• Familiarity with mobile/web app configuration
• Understanding of data structures, workflows, or integrations

Performance Metrics (Tracked Monthly)

• High client CSAT for all Service Day engagements
• Accurate project scoping and delivery within agreed estimates
• Repeat Service Day bookings and strong client sentiment
• Identification of qualified expansion opportunities (CQLs) for AMs
• Strong contribution to templates, documentation, and team capability

Seniority level

• Mid‑Senior level

Employment type

• Contract

Job function

• Other

Industries

• Technology, Information and Internet

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London, England, United Kingdom

Salary: £70,000.00 – £80,000.00