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Flip · 1 day ago

Enterprise Customer Success Manager

New York

Full-time

Onsite

Mid, Senior Level

$110K/yr - $150K/yr

5+ years exp

Flip is a company that provides voice AI solutions to various industries including healthcare and e-commerce. The Enterprise Customer Success Manager will be responsible for building strong relationships with clients, ensuring they derive maximum value from Flip's products, and collaborating with internal teams to enhance customer satisfaction and product effectiveness.

Artificial Intelligence (AI)Customer ServiceE-Commerce PlatformsSaaSSoftware

Responsibilities

Make sure our reference list is as long as our customer list…

Make Flip the impactful tool in the tech stack for our customers, i.e. deliver business impact through our product, identify the problems they’re looking to solve, configure our product to optimize performance, and collaborate with our product team to constantly raise the roof

Be our customers’ favorite vendor to work with - build authentic, trust-based relationships where every interaction leaves clients feeling heard, supported, and excited about what’s possible. Expand our network of champions across all relevant stakeholders. Get on airplanes to meet them in person

Support prospects in evaluating our product, then lead implementation all the way through the lifetime of the relationship

Go above and beyond for their requests - make the extra test call, solve edge cases, and deliver outcomes customers didn’t even realize were possible

Become a product and domain expert quickly (within week 1) - master Flip’s platform (either ecom/retail or healthcare) workflows so you can configure, troubleshoot, and advise with authority

Unpack their problems and dig into the “why” - get past surface level issues to uncover root causes

Liaise with our product teams to craft solutions - translate client needs into clear feedback that shapes our roadmap and strategy

Storytell with data - use metrics to show how Flip meets their goals, gives great patient experiences and delivers clear ROI

Partner with sales - work side-by-side to accelerate launch and automation through customer success, making Flip the reason they choose us and the reason they grow with us

Collaborate with marketing to bring new customers into our community by helping current customers share their story

Qualification

Customer Success ManagementB2B Software ExperienceHealthcare Domain KnowledgeStartup ExperienceCommunication SkillsCreative PersistenceClient Relationship BuildingData AnalysisTeam CollaborationStorytellingProblem Solving

Required

Startup experience and have seen a company scale their customer success from +10 clients to hundreds

Understand what it takes to build teams and implement scalable systems for long term success

+5 years of experience within CS function for a B2B software company

Strong communication skills both in-person and virtually between internal teams, client partners, stakeholders by embracing ownership

Ability to understand the why and persuasively communicate messaging for internal and external buy-in

Eager and willing to support your teammates - just like they will with you!

Go above and beyond consistently

Preferred

Experience building customer success processes in both startup and enterprise contexts

Passion for storytelling and community building - helping customers share wins publicly

Previous experience with 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

Unlimited vacation

Mandatory half week for everyone over July 4

A full week off at the end of the year

Bonus and/or commission

Equity

Company

Flip

Flip is purpose-built Voice AI for automating customer support calls - trained on over 300 million successful calls across hundreds of brands, including the NFL, Belk, Tory Burch, Under Armour, Brooklinen, 13cabs, American Family Care, CRH Healthcare, and more.

Founded in 2018

New York, New York, USA

11-50 employees