Director of Customer Success - Healthcare
About The Position
This is a build-and-own role with real stakes. You will step into active, high-impact customer relationships from day one. You’ll work directly with the founders and partner closely with Sales, Product/Engineering, and Marketing. Own Outcomes for Our Most Strategic Customers: Make Flip the most impactful tool in our customers’ tech stack by delivering clear business outcomes and ROI Ensure our reference list grows as fast as our customer list Build trusted, executive-level relationships across stakeholders — becoming our customers’ favorite partner Travel frequently to meet customers in person and deepen partnerships Lead the Full Customer Lifecycle: Partner with Sales to support late-stage evaluations and close complex deals Lead onboarding and implementation through the full lifetime of the customer relationship Go above and beyond to solve edge cases, test scenarios, and deliver outcomes customers didn’t think were possible Be a Deep Product & Domain Expert: Master Flip’s platform quickly (eCommerce/Retail or Healthcare) Unpack customer problems beyond surface symptoms to uncover root causes Translate customer needs into actionable feedback that shapes product strategy and roadmap Build & Scale a World-Class CS Organization: Initially operate as a senior IC for ~6 months while setting the standard Hire, mentor, and scale a high-performing CS team as the business grows Build scalable systems, processes, and operating rhythms without losing quality Act as a player-coach who raises the bar for execution, ownership, and culture Partner Across the Business: Collaborate with Product to ship customer-driven improvements Work with Marketing to turn customers into advocates and community leaders Use data and storytelling to show impact, performance, and ROI
Requirements
- 10+ years of experience leading Customer Success for a B2B software company
- Proven experience scaling CS from early customers to hundreds of accounts
- A track record managing complex, high-stakes, business-critical relationships — and the ability to articulate exactly how you navigated the hardest moments
- Strong executive communication skills with customers and internal stakeholders
- Deep ownership mentality — you see problems as yours to solve
- Player-coach mindset with a passion for developing exceptional teams
- Obsession with customer experience and delivering outcomes
Nice To Haves
- Experience building CS processes in both startup and enterprise environments
- Passion for storytelling, references, and customer community building
- Experience at an early-stage Healthtech company (Series A–C)
- Familiarity with EHR/PM integrations (Epic, Athena, Experity, eClinicalWorks, etc.)
- Knowledge of healthcare data standards (HL7, FHIR, HIPAA)
- Understanding of payer/provider dynamics and patient experience workflows
Responsibilities
- Make Flip the most impactful tool in our customers’ tech stack by delivering clear business outcomes and ROI
- Ensure our reference list grows as fast as our customer list
- Build trusted, executive-level relationships across stakeholders — becoming our customers’ favorite partner
- Travel frequently to meet customers in person and deepen partnerships
- Partner with Sales to support late-stage evaluations and close complex deals
- Lead onboarding and implementation through the full lifetime of the customer relationship
- Go above and beyond to solve edge cases, test scenarios, and deliver outcomes customers didn’t think were possible
- Master Flip’s platform quickly (eCommerce/Retail or Healthcare)
- Unpack customer problems beyond surface symptoms to uncover root causes
- Translate customer needs into actionable feedback that shapes product strategy and roadmap
- Initially operate as a senior IC for ~6 months while setting the standard
- Hire, mentor, and scale a high-performing CS team as the business grows
- Build scalable systems, processes, and operating rhythms without losing quality
- Act as a player-coach who raises the bar for execution, ownership, and culture
- Collaborate with Product to ship customer-driven improvements
- Work with Marketing to turn customers into advocates and community leaders
- Use data and storytelling to show impact, performance, and ROI
Benefits
- Comprehensive healthcare
- Unlimited vacation, including a mandatory half week for everyone over July 4, and a full week off at the end of the year
- Equity
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
