Senior Client Success Manager

TITLE: Senior Client Success Manager 

REPORTING TO: Vice President of Customer Success

LOCATION: Brooklyn, NY -OR- Marina del Rey, CA (Onsite M-F) 

Who Is Flip?

There are 3 runaway categories in B2B AI — coding, legal, and customer support. We're at the center of the third, with a one-of-one market position and hundreds of diehard fan clients, from Under Armour to Tory Burch to some of the largest healthcare institutions in the country.

The market is dividing into two camps: generic tooling-and-FDE players building custom agents from scratch, and industry-specific solutions winning on client love due to speed of ROI. We're firmly the latter. Retail and healthcare alone represent $5B+ TAMs each, and we're still early.

We built the company on a simple idea: the best way to grow is to have a reference list as long as your customer list. We're a team of 100+ now, with offices in NYC, LA, and the UK. Many people here will tell you it's the best place they've worked and the hardest they've worked. Both are true.

What You'll Do

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. Delivering business impact through our product, identify the problems they're looking to solve, configuring our product to optimize performance, and collaborate with our Product and Engineer teams to constantly raise the bar. Serving as the main point of contact post sales both virtually and in-person, consistently showing up for our customers. 

We are hiring for both our Healthcare and Retail verticals. We follow the same interview process for both and are actively looking to hire for both business units. 

• Partner with sales - work side-by-side 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 so you can 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!

What you bring

• 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 have: (Healthcare Vertical Specific - Not Required)

• 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.

More About Us

• We're international, spanning the US, UK, and Canada
• We've raised +$30M to date including our recent $20M Series A - backed by Ridge, Next Coast, ScOp, Bullpen Capital, Data Point and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon Data
• Comprehensive healthcare and unlimited vacation, including a mandatory half week for everyone over July 4, and a full week off at the end of the year
• In office 5 days/week