Customer Success Manager

Join to apply for the Customer Success Manager role at Flip
.

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, Hexclad Cookware to Tory Burch, Belk, and the NFL—trust Flip to handle millions of phone calls with their customers every year.

TITLE: Customer Success Manager

REPORTING TO: Head of Customer Success

LOCATION: Playa Vista, CA (Onsite M-F)

We built our company on the idea that the best way to grow is to have a reference list as long as our customer list. Both are true today and increasingly so every day. Many on our team say this is their favorite place they've ever worked, and the hardest they've ever worked. We’re a small and mighty team of 50 with offices in NYC, LA, and the UK.

As a Customer Success Manager you represent the brand at the most critical moment in the customer journey, lead the product implementation, and then own the relationship thereafter.

• Lead product implementation—including setting up integrations, product configurations, and training the customer on use—often before the sale is closed.
• Help sales win by getting new customers to success on their most important metrics quickly.
• Build deep, lasting relationships: meet regularly with customers and communicate constantly via Slack, text, email, or in person.
• Shape the product by deeply understanding the customer and their business to spot gaps and opportunities.
• Collaborate with marketing to bring new customers into our community and help them share their story.
• Either already be or become obsessed with eCommerce customer experience and support.
• Go above and beyond consistently.

• We believe every customer should feel like our first and only.
• We believe in building in‑person relationships.
• We believe how we do things today is written in pencil and everyone is responsible for improving it.
• We believe in winning, especially in the hardest of moments.
• We believe in deeply understanding our customers' business, being a strategic thought partner, helping them connect with others in the community, and solving problems for them far beyond our scope.
• We believe in going long—these aren't transactional relationships, they're deep partnerships that compound in value over time.

• Strong understanding of eCommerce customer experience/support or healthcare software experience.
• Excellent communication skills and ability to embrace ownership, speed, and ongoing uncertainty.
• Experience building strategic client relationships and driving adoption of complex products.
• Demonstrated ability to help clients achieve critical metrics fast and to act as a trusted advisor.
• Work ethic that can handle all‑in, roller‑coaster pace while maintaining high quality.
• Comfortable collaborating cross‑functionally and sharing insights with the community.

• Knowledge of working in a startup environment and possessing an entrepreneurial drive.
• eCommerce CX expertise or healthcare software experience.

• International presence: US, UK, and Canada.
• Raised $30M to date, including a recent $20M Series A.
• Backed by Ridge, Next Coast, ScOp, Bullpen Capital, Data Point, Forum Ventures and founders & executives from Amazon Alexa, Ada, Attentive, and Simon Data.
• Hiring two Customer Success Managers—one for our eCom/retail vertical and one for our Healthcare vertical.
• 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.
• On‑site 5 days a week.

• Unlimited vacation, mandatory half week over July 4, and a full week off at year‑end.
• Healthcare benefits, equity, bonus and/or commission eligibility per company policy.
• Equity, bonus and/or commission subject to board approval.
• Other benefits as per company policy.

• Compensation Range: $80,000—$110,000 USD, varying by location, experience, and qualifications.
• Role eligible for bonus and/or commission and equity.

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.