Strategic Enterprise Client Success Manager

Flip; New York (NY); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Comprehensive healthcare

Unlimited vacation

In office 5 days/week

Job summary

Flip is hiring a Client Success Manager to help customers launch successfully, become product experts, and own day-to-day relationships across our Retail or Healthcare verticals. You will partner with Sales, Product, and Engineering to ensure smooth implementation, go-live, and ongoing optimization, while growing your ability to manage increasingly complex accounts.

The role sits in Brooklyn, NY or Marina del Rey, CA, with in-office work five days a week, a comprehensive benefits package, and a

Qualifications

• 3 years of experience in Customer Success, Implementation, Technical Support, Solutions, Account Management, or another client-facing role, ideally within a SaaS or technology company.
• Comfortable working directly with B2B clients and managing multiple priorities at once.
• Technically curious — you don’t need to be an engineer, but you should want to understand how software, integrations, APIs, and data work.
• Strong problem-solving skills and a willingness to dig into an issue rather than immediately elevate it.
• Comfortable working with data and using metrics to understand performance.
• Extremely organized and detail-oriented — you follow through, close loops, and don't let client requests disappear.
• High aptitude and agency — you learn quickly, take ownership, and use AI and other tools to get to outcomes faster.

Responsibilities

• Help customers launch successfully — partner with Sales and Client Success to move customers from signed contract through implementation and go-live.
• Become a product expert quickly — master Flip’s platform and understand the workflows, configurations, and integrations that power our customers' experiences.
• Own day-to-day client relationships — serve as a reliable point of contact for customer questions, requests, troubleshooting, and ongoing optimization.
• Make the extra test call — proactively test experiences, investigate issues, identify edge cases, and make sure what we deliver actually works for the customer.
• Dig beyond the initial request — learn to understand the “why” behind customer questions and identify the underlying problem they are trying to solve.
• Configure and optimize Flip — make changes within the platform and help customers continuously improve their voice and text experiences.
• Work alongside Product and Engineering — clearly document bugs, feature requests, and customer feedback so internal teams can quickly understand and act on them.
• Use data to understand performance — monitor customer metrics, identify trends, and help communicate the impact Flip is having on their business.
• Build incredible customer relationships — be responsive, organized, thoughtful, and someone our customers genuinely enjoy working with.
• Grow into greater account ownership — develop the technical, strategic, and commercial skills needed to independently manage increasingly complex and enterprise-level customers.

Skills

Customer Success

SaaS experience

Problem solving

Data-driven

Organized

Communication

Job description

Flip is hiring a Client Success Manager to help customers launch successfully, become product experts, and own day-to-day relationships across our Retail or Healthcare verticals. You will partner with Sales, Product, and Engineering to ensure smooth implementation, go-live, and ongoing optimization, while growing your ability to manage increasingly complex accounts.

The role sits in Brooklyn, NY or Marina del Rey, CA, with in-office work five days a week, a comprehensive benefits package, and a