Customer Success Manager

TITLE: Customer Success Manager

REPORTING TO: Director/Head of Customer Success

LOCATION: Brooklyn, New York (Onsite M-F)

Who The Flip Is Flip?

Ever call your favorite eCommerce brand or healthcare provider, and have a crazy good Voice AI answer? That’s Flip. Hundreds of brands from Under Armour and Tory Burch in retail to Experity and Fast Pace Health in healthcare trust Flip to have millions of phone calls with their customers every month.

We’ve built our company on the idea that the best way to grow is to have a reference list as long as our customer list, and a constant belief that the team is the best thing we’ve built. Both are true today and increasingly so every day.

Many on our team would tell you this is their favorite place they’ve ever worked, and the hardest they’ve ever worked. It’s ideal for people who want to go all-in, do the work, ride the roller coaster, and have a great Flippin time doing it. We’re a small and mighty team of 50 today with offices in NYC, LA, and the UK.

What You’ll Do

We are looking for a few customer success managers to join us. As a CSM you 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 – 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. 

1. We believe every customer should feel like our first and only. 
2. We believe in building in person relationships. 
3. We believe how we do things today is written in pencil and everyone is responsible for improving it. 
4. We believe in winning, especially in the hardest of moments. 
5. 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. 
6. We believe in going long – these aren’t transactional relationships, they’re deep partnerships that compound in value over time. 

Who you are, As A Customer Success Manager 

• 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 

Our customers are our most valuable asset, and you are responsible for them. 

Who You Are, As A Person

• 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 A–C)
• 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