Enterprise Customer Success Manager

Who The Flip Is

Ever call your local taxi company, healthcare provider, or favorite eCommerce brand, and have a crazy good voice ai answer? That’s Flip. Hundreds of brands from Brooklinen, Princess Polly, and Hexclad Cookware to Tory Burch, Belk and the NFL trust Flip to have millions of phone calls with their customers every week.

Who You Are, as a Person

• High aptitude and high work ethic - you can do in an hour what takes most people 8, and choose to work 10 - because you love it.
• When there’s a Friday night fire after a long week, people want you in the room to help solve the problem - you bring a positive attitude when it’s hardest.
• You exercise creative persistence - finding a way to win even when there’s a great excuse for why you’d lose.
• You are craving a flippin rocketship to join and build.

What You Bring

• Startup experience and have seen a company scale their customer success from +10 clients to hundreds. Understand what it takes to build teams and implement scalable systems for long term success.
• +5 years of experience leading a CS function for a B2B software company.
• 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.
• Eager and willing to support your teammates - just like they will with you! Player-coach when it comes to developing a team of highly motivated individual contributors.
• Either already are or become obsessed with customer experience/support.
• Go above and beyond consistently.

Nice to Have

• Experience building customer success processes in both startup and enterprise contexts.
• Passion for storytelling and community building - helping customers share wins publicly.

Healthcare Vertical Specific

• Previous experience with Healthtech company during its early stages, a-b-c
• 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
• This Enterprise CSM role can go into either our ecom/retail vertical or healthcare, which will be determined before offer stage
• 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

Pay

$110,000 - $150,000

Schedule

In office 5 days/week

Benefits

• Comprehensive healthcare
• Unlimited vacation