Senior Client Success Manager, Healthcare

Flip•Nashville, TN

4d•$110,000 - $150,000•Onsite

About The Position

The Senior Client Success Manager will drive measurable outcomes for Flip’s healthcare customers from initial evaluation through launch and long-term growth. The role leads prospect evaluations and implementations for health systems, provider groups, and clinics across the customer lifecycle, partnering with Sales to accelerate go-lives. It builds relationships with operations, patient access, revenue cycle, and IT stakeholders, including meeting customers in person across the Nashville healthcare community. The role configures Flip for healthcare call flows such as scheduling, referrals, prescription refills, billing questions, and after-hours triage handoffs, and troubleshoots as customer volumes grow. The manager becomes a product and domain expert, advises customers on improving automation rates, patient experience, and staff workload, and uses data to demonstrate ROI. The position also brings customer feedback to Product, works with Marketing on customer stories and community building, and helps coach and scale the Customer Success team. It is an individual-contributor role for roughly the first six months.

Requirements

At least 5 years leading a customer success function at a B2B software company.
Startup experience scaling customer success from roughly 10 to hundreds of clients.
Familiarity with EHR and practice management integrations, such as Epic and athenahealth.
Familiarity with healthcare standards and requirements such as HL7, FHIR, and HIPAA.
Understanding of payer and provider dynamics and healthcare compliance.
Comfort communicating with clinical and operational leaders.
Strong communication skills, ownership, and a player-coach mindset.
Strong focus on customer experience and a habit of going above and beyond.

Nice To Haves

Experience in healthtech or health IT.
A network in the Nashville healthcare community.
Experience building Customer Success processes in both startup and enterprise settings.
Interest in storytelling and community building.

Responsibilities

Lead prospect evaluations and implementations for health systems, provider groups, and clinics across the full customer lifecycle.
Partner with Sales to accelerate customer go-lives.
Build trust-based relationships with operations, patient access, revenue cycle, and IT stakeholders, and expand relationships within each account.
Meet customers in person across the Nashville healthcare community.
Configure the product for healthcare call flows, including scheduling, referrals, prescription refills, billing questions, and after-hours triage handoffs.
Troubleshoot product configurations as customer volumes grow.
Advise customers on improving automation rates, patient experience, and staff workload.
Use data to demonstrate ROI, including calls automated, hold times reduced, and front-desk hours saved.
Share customer feedback with Product and help shape the healthcare roadmap.
Work with Marketing on customer stories and help build a healthcare customer community.
Coach and help scale the Customer Success team.