Senior Client Success Manager

The role

The Enterprise Customer Success Manager will deliver business impact by configuring the product and building trust-based relationships with customers. You will lead implementations, support prospects, and collaborate with product and sales teams to drive growth and ROI.

What you will do

• Deliver business impact through product configuration and problem solving
• Build authentic, trust-based relationships with customers
• Support prospects in evaluating the product and lead implementation
• Become a product and domain expert to configure, troubleshoot, and advise
• Uncover root causes of client problems
• Liaise with the product team to translate client needs into roadmap feedback
• Use metrics to show ROI and customer goal achievement
• Partner with sales to accelerate launch and automation
• Hire, mentor, and empower CSMs
• Collaborate with marketing to help customers share their stories

Required qualifications

• Startup experience scaling customer success from +10 to hundreds of clients
• +5 years of experience leading a CS function for a B2B software company
• Strong communication skills both in-person and virtually
• Ability to understand the why and persuasively communicate messaging
• Willingness to support teammates
• Obsession with customer experience/support

Nice to have

• Experience building customer success processes in both startup and enterprise contexts
• Passion for storytelling and community building
• Previous experience with Healthtech company during its early stages
• Familiarity with EHR/PM integrations (Epic, Athena, Experity, eClinicalWorks, etc.) and healthcare data standards (HL7, FHHL, HIPAA)
• Strong understanding of payer/provider dynamics, patient experience workflows, and healthcare compliance considerations

Benefits

• Comprehensive healthcare
• Unlimited vacation
• Mandatory half week off over July 4
• Full week off at the end of the year

About the company

Flip provides Voice AI for eCommerce brands and healthcare providers. It is a small team of 50 with offices in NYC, LA, and the UK.