Enterprise Customer Success Manager

Flip; California (MO); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage

Unlimited vacation

In-office work 5 days per week

Job summary

Flip is looking for an Enterprise Customer Success Manager in California to lead customer success initiatives in the healthcare sector. You will play a critical role by scaling customer experiences and supporting clients throughout their engagement with Flip.

The ideal candidate has over 5 years of experience in B2B customer success management, strong communication skills, and a deep understanding of healthtech integrations. The role offers comprehensive healthcare coverage and an attractive compensation range of $110,000—$150,000.

Qualifications

• 5+ years leading a CS function for a B2B software company.
• Experience scaling customer success from 10 to hundreds of clients.
• Familiarity with healthtech and EHR/PM integrations.

Responsibilities

• Build trust-based relationships and support prospects.
• Collaborate with sales and marketing to enhance customer success.
• Coach and mentor the customer success team.

Skills

Customer success management

Startup experience

Strong communication skills

Creative problem solving

Customer experience obsession

Job description

TITLE: Enterprise Customer Success Manager - Healthcare OR Ecom/Retail

REPORTING TO: Chief Revenue Officer

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

What You'll Do

• 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, delivering business impact, identifying problems, configuring product, and collaborating with product to continuously improve.
• Be our customers' favorite vendor – build trust‑based relationships, expand our network of champions, and meet clients in person as needed.
• Support prospects in evaluating our product and lead implementation through the relationship lifespan.
• Go above and beyond for requests, delivering outcomes customers didn’t expect.
• Become a product and domain expert quickly, mastering platform workflows to configure, troubleshoot, and advise.
• Unpack problems to uncover root causes beyond surface issues.
• Liaise with product team to translate client needs into roadmap feedback.
• Storytell with data, showing how Flip meets goals, delivers great patient experiences, and provides clear ROI.
• Partner with sales to accelerate launch and automation through customer success.
• Coach and scale the CS team – hire, mentor, and empower CSMs while raising execution and culture standards (initially an IC for first ~6 months).
• Collaborate with marketing to bring new customers into our community by helping current customers share their stories.

Who you are, as a person

• High aptitude and high work ethic – you can do in an hour what most take eight.
• When the team needs extra effort, you bring a positive attitude and help solve problems.
• You exercise creative persistence, finding ways to win even when obstacles seem insurmountable.
• You crave the opportunity to contribute to an ambitious, fast‑moving venture.

What you bring

• Startup experience; seen a company scale its customer success from +10 clients to hundreds, and built scalable systems.
• +5 years of experience leading a CS function for a B2B software company.
• Strong communication skills, both in‑person and virtually, with the ability to articulate the why and secure buy‑in internally and externally.
• Eagerness to support teammates and a player‑coach mindset for developing a high‑performing team.
• Obsessed with customer experience and support, consistently going above and beyond.

Nice to have

• Experience building CS processes in both startup and enterprise contexts.
• Passion for storytelling and community building – helping customers share wins publicly.

Healthcare Vertical Specific

• Previous experience with a 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 coverage.
• Unlimited vacation, including mandatory half‑week over July 4 and a full week off at the year’s end.
• In‑office work 5 days per week.

Compensation Range

$110,000—$150,000 USD (eligible for bonus, commission, and equity).

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.