Flip · 2 weeks ago
Enterprise Customer Success Manager
Marina del Rey, CA
Full-time
Onsite
Mid, Senior Level
$110K/yr - $150K/yr
5+ years expFlip is a company that leverages voice AI to enhance customer interactions for various brands. They are seeking an Enterprise Customer Success Manager to build relationships with clients, ensure successful product implementation, and drive business impact through their solutions.
Artificial Intelligence (AI)Customer ServiceE-Commerce PlatformsSaaSSoftware
Responsibilities
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, 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 team 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
Coach and scale the CS team - hire, mentor, and empower exceptional CSMs while raising the bar for execution and culture. Initially this role will be an IC for first ~6 months
Collaborate with marketing to bring new customers into our community by helping current customers share their story
Qualification
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 leading a 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! Player-coach when it comes to developing a team of highly motivated individual contributors
Either already are or become obsessed with customer experience/support
Go above and beyond consistently
High aptitude and high work ethic - you can do in an hour what takes most people 8, and choose to work 10 - because you love it
When there's a Friday night fire after a long week, people want you in the room to help solve the problem - you bring a positive attitude when it's hardest
You exercise creative persistence - finding a way to win even when there's a great excuse for why you'd lose
You are craving a flippin rocketship to join and build
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.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$29.4MKey Investors
Forum VenturesLighter Capital
2026-01-13Series A· $20M
2022-02-11Seed· $7.5M
2020-01-15Pre Seed· $1.4M
Leadership Team
Brian Schiff
Co-Founder, CEO
Samuel Krut
Co-Founder, CRO
Recent News
2026-01-21
alleywatch.com
2026-01-20
alleywatch.com
2026-01-20
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