Enterprise Customer Success Manager

Enterprise Customer Success Manager – Healthcare or Ecom/Retail

Reporting To:
Chief Revenue Officer

Location:

NYC or Playa Vista, CA (onsite M-F)

About Flip:
Flip helps brands with AI‑powered voice solutions, working with hundreds of customers across healthcare and eCommerce. We are a small, high‑growth team of 50+ distributed across NYC, LA, and the UK.

• Build and maintain a reference list as long as our customer list, ensuring customers see our impact.
• Make Flip the key tool in the tech stack for our customers by delivering business impact, configuring products, and collaborating with the product team to continuously improve.
• Be the favorite vendor, building trust‑based relationships and expanding our network of champions across stakeholders, meeting clients in person as needed.
• Support prospects through evaluation, lead implementation, and manage the entire relationship lifecycle.
• Go above and beyond to meet requests, solve edge cases, and deliver outcomes customers didn’t expect.
• Become a product and domain expert quickly: master Flip’s platform (ecom/retail or healthcare) workflows, troubleshoot, and advise with authority.
• Unpack problems, dig into the “why”, uncover root causes beyond surface level issues.
• Liaise with product teams to translate client needs into clear feedback that shapes roadmap and strategy.
• Story‑tell with data, using metrics that show how Flip meets goals, enhances patient experiences, and delivers ROI.
• Partner with sales to accelerate launch and automation through customer success, making Flip the reason they choose us and grow with us.
• Collaborate with marketing to bring new customers into our community by helping current customers share their story.

• High aptitude and work ethic—able to do in an hour what most people take eight, and willing to work 10 hours because you love it.
• You thrive in Friday night fire after a long week, bring a positive attitude when solving difficult problems.
• Creative persistence—you find a way to win even when excuses seem like losses.
• You crave a flippin rocketship to join and build.

• Startup experience scaling customer success from +10 clients to hundreds; know how to build teams and implement scalable systems for long‑term success.
• +5 years of experience in a CS function for a B2B software company.
• Strong communication skills both in‑person and virtually between internal teams, client partners, and stakeholders, embracing ownership.
• Ability to understand the why and persuasively communicate messaging for internal and external buy‑in.
• Eager and willing to support teammates—just like they will with you.
• Go above and beyond consistently.

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

• Previous experience with a healthtech company during its early stages.
• Familiarity with EHR/PM integrations (Epic, Athena, Experity, eClinical
  
  Works, etc.) and healthcare data standards (HL7, FHIR, HIPAA).
• Strong understanding of payer/provider dynamics, patient experience workflows, and healthcare compliance considerations.

• International, spanning the US, UK, and Canada.
• Raised +$30M to date, including a recent $20M Series A.
• This Enterprise CSM role can go into either our ecom/retail vertical or healthcare, 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.

Final compensation may vary based on location, experience, and qualifications. This role is eligible for bonus and/or commission as well as equity, in accordance with company policy and subject to board approval.

Compensation Range: $110,000 USD – $150,000 USD

Flip is committed to providing equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics. We want our company to be as diverse and inclusive as our customers.