Senior Client Success Manager, Healthcare

Flip • Nashville, TN

3d • 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 trust-based relationships with operations, patient access, revenue cycle, and IT stakeholders, expands relationships within accounts, and includes meeting customers in person across the Nashville healthcare community.

The role configures Flip’s product for healthcare call flows—including scheduling, referrals, prescription refills, billing questions, and after-hours triage handoffs—and troubleshoots as call volumes grow. The manager becomes a product and domain expert, advising customers on improving automation rates, patient experience, and staff workload. They use data to demonstrate ROI, including calls automated, hold times reduced, and front-desk hours saved; bring customer feedback to Product to shape the healthcare roadmap; and work with Marketing on customer stories and a healthcare customer community. The role also coaches and scales the Customer Success team, while serving as an individual contributor for roughly the first six months.

The position is listed in Nashville, Tennessee, onsite Monday through Friday. The role may be assigned to either the Retail or Healthcare vertical, with the vertical determined at the offer stage. Compensation is listed as $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 leading a customer success function at a B2B software company, ideally in healthtech or health IT.
• 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 such as HL7 and FHIR, and with 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

• 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 through the customer lifecycle.
• Partner with Sales to accelerate customer go-lives.
• Build relationships with operations, patient access, revenue cycle, and IT stakeholders, and expand networks within customer accounts.
• 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 call volumes grow.
• Advise customers on improving automation rates, patient experience, and staff workload.
• Use data to demonstrate customer ROI, including calls automated, hold times reduced, and front-desk hours saved.
• Bring customer feedback to Product and help shape the healthcare roadmap.
• Work with Marketing on customer stories and help build a healthcare customer community.
• Coach and scale the Customer Success team.
• Serve as an individual contributor for roughly the first six months.

Benefits

• Comprehensive healthcare.
• Unlimited vacation, including a mandatory half week off for everyone over July 4 and a full week off at the end of the year.
• Eligibility for bonus and/or commission and 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