Senior Client Success Manager

Flip; New York (NY); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Comprehensive healthcare

Unlimited vacation

Bonus/commission eligibility

Equity

Job summary

Flip is seeking a Senior Client Success Manager to serve as the post-sale lead for enterprise clients. You will drive business impact by configuring the product to optimize performance, identifying problems to solve, and collaborating with Product and Engineering to raise the bar.

You will be the main contact post-sale, delivering exceptional service both virtually and onsite. We hire for healthcare and retail verticals, with a global client base and offices in NYC, LA, and the UK.

Qualifications

• Minimum of 5 years experience in Customer Success, Implementation, Solutions/Sales Engineering or Technical Support for a SaaS company.
• At least 2 years supporting enterprise level clients/customers.
• Fluent in gap analysis and API endpoints.
• Expert data analysis skills and ability to communicate insights.
• Strong communication skills both in-person and virtually; ownership-driven.
• High aptitude for applying AI to drive faster outcomes.

Responsibilities

• Partner with sales to accelerate launches and automate customer interactions across channels.
• Support prospects in evaluating the product and lead implementation through lifecycle.
• Become a product domain expert and configure the platform for healthcare or retail.
• Build trust-based relationships and expand the customer network of champions.
• Go above and beyond to resolve edge cases and deliver measurable outcomes.
• Liaise with Product and Engineering to translate client needs into roadmap feedback.
• Tell stories with data to show ROI and impact.
• Collaborate with marketing to bring customers into the community.

Job description

REPORTING TO: Vice President of Customer Success

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 Senior Client Success Manager at Flip - you will ensure that Flip is the most impactful tool in our enterprise client's tech stack. Delivering business impact through our product, identify the problems they’re looking to solve, configuring our product to optimize performance, and collaborate with our Product and Engineer teams to constantly raise the bar. Serving as the main point of contact post sales both virtually and in-person, consistently showing up for our customers.

We are hiring for both our Healthcare and Retail verticals. We follow the same interview process for both and are actively looking to hire for both business units.

• Partner with sales - work side-by-side to accelerate launch and automate customer/patient interactions through voice-to-voice, and text communication channels
• Support prospects in evaluating our product, then lead implementation all the way through the lifetime of the relationship
• Become a product domain expert (within week 1) - master Flip’s platform (either ecom/retail or healthcare). Understanding workflows so you can configure, troubleshoot, and advise with authority
• 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 Flip’s network of champions across all relevant stakeholders in the customers org.
• 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
• Unpack their problems and dig into the “why” - getting past surface level issues to uncover root causes
• Liaise with our Product and Engineering 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 customer or patient experiences and delivers clear ROI
• Collaborate with marketing to bring customers into our community and tell their story!

What you bring

• Minimum of 5 years of experience in either a Customer Success, Implementation, Solutions/Sales Engineer or Technical support role for a SaaS company
• At least 2 years supporting enterprise level clients/customers
• Fluent in gap analysis and API endpoints
• Expert level understanding of data analysis and how to communicate the story
• 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.
• High aptitude and agency - using AI where applicable to get to outcomes in a faster more efficient way

Nice to have: (Healthcare Vertical Specific - Not Required)

• 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.

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
• 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:

$110,000 - $150,000 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.

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.

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This role requires being onsite at either our BK or LA office Monday through Friday during standard business hours. Are you able to meet this requirement? * Select...