Customer Success Manager

TITLE: Customer Success Manager

REPORTING TO: Director/Head of Customer Success

LOCATION: Brooklyn, New York (Onsite M-F)

Flip is a fast‑growing voice‑AI company serving brands in retail and healthcare. As a Customer Success Manager, you will be the primary point of contact for customers during product implementation and ongoing relationship management, ensuring they achieve their key metrics and harness the full value of our platform.

• Lead product implementation – set up integrations, configure the product, and train customers before or after the sale.
• Drive rapid adoption, enabling new customers to achieve success on their critical metrics quickly.
• Build and maintain deep, long‑term relationships; communicate regularly through Slack, email, text, and in‑person meetings.
• Act as a customer advocate – surface gaps, suggest product improvements, and collaborate with product and marketing teams.
• Help sales win by supporting the incoming pipeline and onboarding new customers smoothly.
• Maintain an entrepreneurial mindset and deliver results in a startup environment.

• 3+ years of customer success or account management experience, preferably in e‑commerce or retail technology.
• Strong understanding of the customer experience and support lifecycle.
• Exceptional communication skills and the ability to work across departments.
• Proven ability to manage multiple customers and prioritize competing demands.
• Experience with integrations or API implementations is a plus.
• Experience at an early‑stage Healthtech or Retail tech company (Series A–C) and familiarity with EHR/PM integrations is a bonus.
• Knowledge of healthcare data standards (HL7, FHIR, HIPAA) and payer/provider dynamics is a bonus.

Competitive base salary: $80,000—$110,000 USD, with bonus/commission and equity potential subject to board approval.

Comprehensive healthcare coverage, unlimited vacation, and a mandatory half‑week off around July 4, plus a full week off at year end.

Full‑time, onsite work five days a week.

Flip is committed to providing equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics. We strive to create a diverse and inclusive workplace.