Senior Customer Success Executive

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 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.

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.

You will lead the technical build and configuration of client apps, manage end-to-end delivery of Service Day engagements, and work directly with stakeholders to design, build, and optimise app solutions. This role suits someone who enjoys a mix of project delivery, problem-solving, app design, and client collaboration.

You will partner closely with Account Managers, Customer Success leadership, and our Product and Support teams to ensure client needs are understood, scoped correctly, and delivered to an exceptional standard. You will also mentor Junior App Developers, contribute to delivery best practices, and play a key role in elevating how we build and deliver client solutions through Fliplet.

This is a hands-on, delivery-focused role for someone who thrives in a fast-moving SaaS environment, enjoys ownership, and can turn requirements into elegant, scalable, user-friendly app experiences.

Customer Success Senior App Developer

Mis sion: Deliver high-value app projects and client solutions using Service Days, ensuring customers maximise adoption while maintaining commercial viability and longevity.

Key Responsibilities

Service Day Delivery & Technical App Development

• 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.

Client Engagement & Adoption

• SupportDrive strong adoption and measurable client ou tcomes.
• Lead app adoption workshops, build reviews, and training sessions to maximise value from Service Day delivery.
• Review client workflows, use cases, and app analytics to identify opportunities for optimisation.
• Advise clients on best practices for app design, configuration, content management, integrations, and release cycles.
• Ensure clients understand how to maintain their apps and make informed decisions about future enhancements.
• Track and report on CSAT for all engagements, ensuring consistently high sentiment and proactively resolving any dissatisfaction.

Project Governance & Delivery Standards

• Ensure high-quality, commercially viable delivery.
• Maintain accurate project notes, timelines, and deliverables throughout the Service Day lifecycle.
• Uphold delivery standards for scoping, configuration, QA, documentation, and handover.
• Ensure every Service Day is logged, justified, and tracked, preventing scope creep and protecting commercial margins.
• Participate in internal QA processes and contribute to defining quality frameworks for the CS function.

Customer Relationship Management & Insights

• Support clients as a trusted technical advisor throughout their app journey.
• Act as the lead technical contact during Service Day delivery, communicating progress, risks, and recommendations.
• Surface expansion opportunities to Account Managers based on observed needs, upcoming features, or client ambition.
• 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 behaviour, project blockers, and adoption signals.

Mentoring, Enablement & Continuous Improvement

• Strengthen the CS team’s capability and build repeatable excellence.
• Provide mentoring, coaching, and support to Junior App Developers.
• Review their designs, prototypes, documentation, and client deliverables to ensure quality.
• Contribute reusable components, templates, and best-practice frameworks to improve delivery efficiency across the team.
• 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.

Product Knowledge, Technical Expertise & Internal Collaboration

• Represent the technical voice of CS within the Retention function.
• Maintain deep knowledge of Fliplet Studio and emerging features.
• Work closely with Product Managers to test and document new features ahead ofrelease.
• Identify recurring technical trends from Service Day work and feed these into product improvements.
• Collaborate with Support to resolve client issues uncovered during delivery and provide context for recurring behaviour.

Performance Metrics (Tracked Monthly)

Strong performers consistently achieve:

• High client CSAT for all Service Day engagements
• Accurate project scoping and delivery within agreed Service Day estimates
• Repeat Service Day bookings and strong client sentiment
• Identification of qualified expansion opportunities (CQLs) for AMsHigh-quality builds with minimal rework or escalations
• Strong contribution to templates, documentation, and team capability

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