Client Success Manager

Who Is Flip? There are 3 runaway categories in B2B AI — coding, legal, and customer support. We're at the center of the third, with a one-of-one market position and hundreds of diehard fan clients, from Under Armour to Tory Burch to some of the largest healthcare institutions in the country. The market is dividing into two camps: generic tooling-and-FDE players building custom agents from scratch, and industry-specific solutions winning on client love due to speed of ROI. We're firmly the latter. Retail and healthcare alone represent $5B+ TAMs each, and we're still early. We built the company on a simple idea: the best way to grow is to have a reference list as long as your customer list. We're a team of 100+ now, with offices in NYC, LA, and the UK. Many people here will tell you it's the best place they've worked and the hardest they've worked. Both are true. What You’ll Do As a Client Success Manager, you’ll work directly with our clients to make sure they are getting measurable value from Flip every day. You’ll help launch new customers, support and optimize existing accounts, troubleshoot issues, and become a trusted expert on how our product works within their business. We are hiring across both our Healthcare and eCommerce/Retail verticals. Help customers launch successfully — partner with Sales and Client Success to move customers from signed contract through implementation and go-live. Become a product expert quickly — master Flip’s platform and understand the workflows, configurations, and integrations that power our customers' experiences. Own day-to-day client relationships — serve as a reliable point of contact for customer questions, requests, troubleshooting, and ongoing optimization. Make the extra test call — proactively test experiences, investigate issues, identify edge cases, and make sure what we deliver actually works for the customer. Dig beyond the initial request — learn to understand the “why” behind customer questions and identify the underlying problem they are trying to solve. Configure and optimize Flip — make changes within the platform and help customers continuously improve their voice and text experiences. Work alongside Product and Engineering — clearly document bugs, feature requests, and customer feedback so internal teams can quickly understand and act on them. Use data to understand performance — monitor customer metrics, identify trends, and help communicate the impact Flip is having on their business. Build incredible customer relationships — be responsive, organized, thoughtful, and someone our customers genuinely enjoy working with. Grow into greater account ownership — develop the technical, strategic, and commercial skills needed to independently manage increasingly complex and enterprise-level customers. What You Bring 3 years of experience in Customer Success, Implementation, Technical Support, Solutions, Account Management, or another client-facing role, ideally within a SaaS or technology company Comfortable working directly with B2B clients and managing multiple priorities at once Technically curious — you don’t need to be an engineer, but you should want to understand how software, integrations, APIs, and data work Strong problem-solving skills and a willingness to dig into an issue rather than immediately escalator Comfortable working with data and using metrics to understand performance Extremely organized and detail-oriented — you follow through, close loops, and don't let client requests disappear High aptitude and agency — you learn quickly, take ownership, and use AI and other tools to get to outcomes faster 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 This role can sit within either our Retail or Healthcare vertical, which will be determined at offer stage, both teams follow the same interview loop 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 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. Are you legally authorized to work in the United States? * Select... Will you now or in the future require sponsorship for employment visa status? * Select... This role requires being onsite at either our NYC or Playa Vista, CA office Monday through Friday during standard business hours. Are you able to meet this requirement? * Select... Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in Flip’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval, or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. #J-18808-Ljbffr