Senior Client Success Manager

Flip•New York, NY

2d•$110,000 - $150,000•Onsite

About The Position

As a Senior Client Success Manager at Flip, you will ensure that Flip is the most impactful tool in our enterprise client's tech stack. This involves delivering business impact through our product, identifying client problems, configuring our product to optimize performance, and collaborating with our Product and Engineer teams to continuously improve. You will serve as the main point of contact post-sales, both virtually and in-person, consistently supporting our customers. We are hiring for both our Healthcare and Retail verticals and are actively looking to hire for both business units.

Requirements

Minimum of 5 years of experience in either a Customer Success, Implementation, Solutions/Sales Engineer or Technical support role for a SaaS company.
At least 2 years supporting enterprise level clients/customers.
Fluent in gap analysis and API endpoints.
Expert level understanding of data analysis and how to communicate the story.
Strong communication skills both in-person and virtually between internal teams, client partners, stakeholders by embracing ownership. Ability to understand the why and persuasively communicate messaging for internal and external buy-in.
High aptitude and agency - using AI where applicable to get to outcomes in a faster more efficient way.

Nice To Haves

Familiarity with EHR/PM integrations (Epic, Athena, Experity, eClinicalWorks, etc.) and healthcare data standards (HL7, FHIR, HIPAA).
Strong understanding of payer/provider dynamics, patient experience workflows, and healthcare compliance considerations.

Responsibilities

Partner with sales to accelerate launch and automate customer/patient interactions through voice-to-voice, and text communication channels.
Support prospects in evaluating our product, then lead implementation all the way through the lifetime of the relationship.
Become a product domain expert (within week 1) - master Flip’s platform (either ecom/retail or healthcare), understanding workflows to configure, troubleshoot, and advise with authority.
Be our customers’ favorite vendor to work with - build authentic, trust-based relationships where every interaction leaves clients feeling heard, supported, and excited about what’s possible. Expand Flip’s network of champions across all relevant stakeholders in the customers org.
Go above and beyond for their requests - make the extra test call, solve edge cases, and deliver outcomes customers didn’t even realize were possible.
Unpack their problems and dig into the “why” - getting past surface level issues to uncover root causes.
Liaise with our Product and Engineering teams to craft solutions - translate client needs into clear feedback that shapes our roadmap and strategy.
Storytell with data - use metrics to show how Flip meets their goals, gives great customer or patient experiences and delivers clear ROI.
Collaborate with marketing to bring customers into our community and tell their story!