Client Success Manager

Flip • New York, NY

2d • $80,000 - $110,000 • Onsite

About The Position

The Client Success Manager works directly with Flip clients to ensure they receive measurable value from the platform. The role supports customers through launch and implementation, provides ongoing account support and optimization, troubleshoots issues, and develops expertise in how Flip works within each customer’s business. The position may support either the Healthcare or eCommerce/Retail vertical, with the assignment determined at the offer stage.

The role is based in Brooklyn, NY, or Marina del Rey, CA, and is in-office five days per week. The Client Success Manager reports to the Client Success Lead and develops the technical, strategic, and commercial skills needed to take ownership of increasingly complex and enterprise-level customers.

Requirements

• At least 3 years of experience in Customer Success, Implementation, Technical Support, Solutions, Account Management, or another client-facing role, ideally at a SaaS or technology company.
• Comfort working directly with B2B clients and managing multiple priorities.
• Technical curiosity and an interest in understanding software, integrations, APIs, and data.
• Strong problem-solving skills and willingness to investigate issues before escalating them.
• Comfort working with data and using metrics to understand performance.
• Strong organization and attention to detail, including reliable follow-through and closing loops on client requests.
• High aptitude, agency, ability to learn quickly, and ownership of outcomes; ability to use AI and other tools to reach outcomes faster.

Responsibilities

• Partner with Sales and Client Success to move customers from signed contract through implementation and go-live.
• Learn Flip’s platform, including the workflows, configurations, and integrations that power customer experiences.
• Own day-to-day client relationships and respond to customer questions, requests, troubleshooting needs, and opportunities for ongoing optimization.
• Proactively test customer experiences, investigate issues, identify edge cases, and verify that delivered solutions work for customers.
• Understand the reasons behind customer requests and identify the underlying problems customers are trying to solve.
• Configure and optimize the platform to help customers continuously improve their voice and text experiences.
• Document bugs, feature requests, and customer feedback clearly for Product and Engineering teams.
• Monitor customer metrics, identify trends, and help communicate Flip’s impact on customers’ businesses.
• Build responsive, organized, thoughtful, and productive relationships with customers.
• Develop the technical, strategic, and commercial skills to manage increasingly complex and enterprise-level accounts independently.

Benefits

• Comprehensive healthcare
• Unlimited vacation, including a mandatory half week off over July 4 and a full week off at the end of the year
• Eligible for bonus and/or commission
• Equity, in accordance with company policy and subject to board approval

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed