Senior Client Success Manager

Flip • Los Angeles, CA

2d • $110,000 - $150,000 • Onsite

About The Position

Flip is hiring an Enterprise Customer Success Manager for either its eCommerce/retail or healthcare vertical, with the assignment determined before the offer stage. The role is based onsite in Marina del Rey, California, Monday through Friday, and reports to the Chief Revenue Officer. The position begins as an individual contributor for approximately six months, with team-building and coaching responsibilities as the customer success function scales.

The manager helps enterprise customers achieve business impact with Flip’s Voice AI platform by identifying customer problems, configuring the product, optimizing performance, guiding evaluation and implementation, and supporting customers throughout the relationship. The role builds trusted relationships with client stakeholders, develops customer champions, and may involve air travel to meet customers in person. It also partners with Product to relay customer needs and shape the roadmap, uses metrics to demonstrate outcomes and ROI, works with Sales to accelerate launches and automation, and collaborates with Marketing to help customers share their success stories.

Flip describes itself as a team of 50 with offices in New York City, Los Angeles, and the UK, and as an international company spanning the US, UK, and Canada. It has raised more than $30 million, including a recent $20 million Series A. Compensation is $110,000–$150,000 USD, with eligibility for bonus and/or commission and equity, subject to company policy and board approval.

Requirements

• At least 5 years of experience leading a customer success function for a B2B software company.
• Startup experience, including experience scaling customer success from more than 10 clients to hundreds and understanding how to build teams and scalable systems.
• Strong communication skills in person and virtually, including communicating the rationale for decisions and gaining internal and external buy-in.
• Willingness to support teammates and act as a player-coach developing motivated individual contributors.
• Consistently go above and beyond for customers.
• High aptitude, strong work ethic, positive attitude under pressure, and creative persistence.

Nice To Haves

• Experience building customer success processes in both startup and enterprise contexts.
• Passion for storytelling and community building, including helping customers share wins publicly.
• For the healthcare vertical: previous experience at an early-stage health technology company.
• For the healthcare vertical: familiarity with EHR/PM integrations such as Epic, Athena, Experity, and eClinicalWorks, and healthcare data standards including HL7, FHIR, and HIPAA.
• For the healthcare vertical: understanding of payer/provider dynamics, patient experience workflows, and healthcare compliance considerations.

Responsibilities

• Deliver business impact for customers by identifying problems to solve, configuring Flip’s product, optimizing performance, and collaborating with Product to improve the offering.
• Build authentic, trust-based customer relationships and expand networks of champions across relevant stakeholders; meet customers in person as needed.
• Support prospects evaluating the product and lead implementation through the lifetime of the customer relationship.
• Respond to customer requests, test solutions, address edge cases, and deliver strong customer outcomes.
• Become an expert in Flip’s platform and assigned vertical workflows, including configuring, troubleshooting, and advising customers.
• Investigate customer problems to uncover underlying causes.
• Translate client needs into clear product feedback that informs roadmap and strategy.
• Use metrics to show how Flip meets customer goals, supports patient experiences, and delivers ROI.
• Partner with Sales to accelerate launches and automation through customer success.
• Initially serve as an individual contributor, then hire, mentor, coach, and empower customer success team members as the team scales.
• Collaborate with Marketing to help customers share their stories and bring new customers into the community.

Benefits

• Comprehensive healthcare.
• Unlimited vacation, including a mandatory half week off around July 4 and a full week off at the end of the year.
• Eligibility for bonus and/or commission and equity, subject to company policy and board approval.

What This Job Offers

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