Customer Success Manager

Customer Success Manager

Location: Marina del Rey, CA (Onsite M-F)

Flip is an innovative company that provides Voice AI solutions to eCommerce brands and healthcare providers. We are looking for a Customer Success Manager to join our team.

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

Our philosophy on growth is to be the most impactful product in our customers' tech stack, their favorite vendor to work with, and give them a microphone to share their story in the community.

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.

As a Customer Success Manager, you will:

• Lead product implementation (often before the sale is closed), including setting up integrations, product configurations, and training the customer how to use it
• Help sales win by getting new customers to success on their most important metrics FAST
• Build deep lasting relationships, meet regularly with customers and communicate constantly over slack, text, in person, etc (and yes email too)
• Help shape the product by deeply understand the customer and their business, as well as our product, to spot gaps and opportunities
• Collaborate with marketing to bring new customers into our community and help them share their story
• Either already are or become obsessed with eCommerce customer experience/support
• Go above and beyond consistently

As a person, you are:

• Looking to go all-in, learn a lot, and do the best work of your career (so far!)
• Sick of being put in a box with a ceiling, you want to progress fast and see what you're truly capable of
• Are trusted with the most important things in the most important moments
• Communicate well, and embrace ownership, speed, & occasional (frequent) uncertainty
• Eager and willing to support your teammates - just like they will with you!

Bonuses:

• Know what it looks like to work at a startup, and have an entrepreneurial drive
• Experience at an early-stage Healthtech or Retail tech company (Series AC)
• Familiarity with EHR/PM integrations (Epic, Athena, Experity, eClinicalWorks, etc.)
• Knowledge of healthcare data standards (HL7, FHIR, HIPAA)
• Understanding of payer/provider dynamics and patient experience workflows

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
• We are hiring multiple CSMs that will go into either our eCom/Retail OR 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
• In office 5 days/week

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

Compensation Range: $80,000 - $110,000 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.