Enterprise Customer Success Lead

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

REPORTING TO: Chief Revenue Office

LOCATION: NYC or Playa Vista, CA (onsite M-F)

Who The Flip Is Flip?

Ever call your local taxi company, healthcare provider, or favorite eCommerce brand, and have a crazy good voice ai answer? That’s Flip. Hundreds of brands from Brooklinen, Princess Polly, and Hexclad Cookware to Tory Burch, Belk and the NFL trust Flip to have millions of phone calls with their customers every week.

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 with 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

• Make sure our reference list is as long as our customer list…
• Make Flip the 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 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 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

Who you are, as a person

• 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 

What you bring

• 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 eCommerce customer experience/support
• Go above and beyond consistently 

Nice to have

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

(Healthcare Vertical Specific)

• Previous experience with Healthtech company during its early stages, a-b-c
• 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
• This Enterprise CSM role can go into either our ecom/retail vertical or healthcare, which will be determined before offer stage
• 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

#FlippinLegend

#LI-MDAD