Enterprise Customer Success Manager

TITLE: Enterprise Customer Success Manager - Healthcare OR Ecom/Retail REPORTING TO: Chief Revenue Officer LOCATION: Marina del Rey, CA (Onsite M - F) What You'll Do Make sure our reference list is as long as our customer list. Make Flip the most impactful tool in the tech stack for our customers, delivering business impact, identifying problems, configuring product, and collaborating with product to continuously improve. Be our customers' favorite vendor – build trust‑based relationships, expand our network of champions, and meet clients in person as needed. Support prospects in evaluating our product and lead implementation through the relationship lifespan. Go above and beyond for requests, delivering outcomes customers didn’t expect. Become a product and domain expert quickly, mastering platform workflows to configure, troubleshoot, and advise. Unpack problems to uncover root causes beyond surface issues. Liaise with product team to translate client needs into roadmap feedback. Storytell with data, showing how Flip meets goals, delivers great patient experiences, and provides clear ROI. Partner with sales to accelerate launch and automation through customer success. Coach and scale the CS team – hire, mentor, and empower CSMs while raising execution and culture standards (initially an IC for first ~6 months). Collaborate with marketing to bring new customers into our community by helping current customers share their stories. Who you are, as a person High aptitude and high work ethic – you can do in an hour what most take eight. When the team needs extra effort, you bring a positive attitude and help solve problems. You exercise creative persistence, finding ways to win even when obstacles seem insurmountable. You crave the opportunity to contribute to an ambitious, fast‑moving venture. What you bring Startup experience; seen a company scale its customer success from +10 clients to hundreds, and built scalable systems. +5 years of experience leading a CS function for a B2B software company. Strong communication skills, both in‑person and virtually, with the ability to articulate the why and secure buy‑in internally and externally. Eagerness to support teammates and a player‑coach mindset for developing a high‑performing team. Obsessed with customer experience and support, consistently going above and beyond. Nice to have Experience building CS processes in both startup and enterprise contexts. Passion for storytelling and community building – helping customers share wins publicly. Healthcare Vertical Specific Previous experience with a healthtech company during its early stages. 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. Benefits Comprehensive healthcare coverage. Unlimited vacation, including mandatory half‑week over July 4 and a full week off at the year’s end. In‑office work 5 days per week. Compensation Range $110,000—$150,000 USD (eligible for bonus, commission, and equity). Our customers span the globe, and so do our offices. 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. #J-18808-Ljbffr Flip