Senior Client Success Manager

Flip • Los Angeles, CA

1d • Onsite

About The Position

Flip is hiring an Enterprise Customer Success Manager for either its e-commerce/retail or healthcare vertical; the vertical will be 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 an expectation to help coach and scale the Customer Success team over time.

The CSM will guide customers from product evaluation and implementation through the full customer relationship, helping them configure Flip’s voice AI platform, solve business problems, improve performance, and demonstrate measurable outcomes. The role calls for building trusted customer relationships, developing champions across stakeholder groups, partnering closely with Sales, Product, and Marketing, and supporting customer advocacy and community-building. Travel by air to meet customers in person is expected.

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.
• Understanding of how to build teams and implement scalable systems for long-term success.
• Strong communication skills in person and virtually with internal teams, client partners, and stakeholders.
• Ability to understand underlying needs and persuasively communicate messages to gain internal and external buy-in.
• Ability and willingness to support teammates.
• Experience or capability as a player-coach who develops highly motivated individual contributors.
• Strong commitment to customer experience and support, including consistently going above and beyond.

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: experience at an early-stage healthtech company.
• For the healthcare vertical: familiarity with EHR/PM integrations such as Epic, Athena, Experity, or eClinicalWorks, and healthcare data standards such as 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 the problems they need to solve and configuring Flip’s product to optimize performance.
• Build authentic, trust-based customer relationships and ensure clients feel heard, supported, and excited about the product.
• Expand relationships and champions across relevant customer stakeholders, including through in-person customer visits.
• Support prospects evaluating Flip and lead implementation through the lifetime of the customer relationship.
• Go above and beyond to address customer requests, test solutions, resolve edge cases, and deliver outcomes.
• Become an expert in Flip’s platform and the selected vertical’s workflows, and configure, troubleshoot, and advise customers.
• Investigate customer problems to uncover root causes.
• Translate customer needs into clear feedback for the Product team and collaborate on solutions that inform the roadmap and strategy.
• Use metrics to show how Flip supports customer goals, patient experiences, and return on investment.
• Partner with Sales to accelerate customer launches and automation, support customer success, and contribute to customer growth.
• Hire, mentor, and empower Customer Success Managers while improving team execution and culture.
• Work 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, as well as equity, in accordance with company policy and subject to board approval.

What This Job Offers

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