Flip
Senior Client Success Manager, Healthcare
Nashville, Tennessee. Posted 10 days ago
The role
You will drive measurable outcomes for healthcare customers from evaluation through long-term growth. You will lead implementations, build stakeholder relationships, and configure the product for healthcare call flows.
What you will do
- Lead prospect evaluations and implementations for health systems, provider groups, and clinics.
- Partner with sales to accelerate go-lives.
- Build trust-based relationships with operations, patient access, revenue cycle, and IT stakeholders.
- Meet customers in person across the Nashville healthcare community.
- Configure the product for healthcare call flows.
- Troubleshoot as volumes grow.
- Advise customers on improving automation rates, patient experience, and staff workload.
- Use data to show ROI.
- Bring customer feedback to Product to shape the healthcare roadmap.
- Work with Marketing on customer stories and help build a healthcare customer community.
Required qualifications
- 5+ years leading a customer success function at a B2B software company.
- Startup experience scaling customer success from roughly 10 to hundreds of clients.
- Familiarity with EHR and practice management integrations (for example Epic and athenahealth).
- Familiarity with standards such as HL7, FHIR, and HIPAA.
- An understanding of payer and provider dynamics and healthcare compliance.
- Comfort talking with clinical and operational leaders.
- Strong communication skills.
- Ownership.
- A player-coach mindset.
- A strong focus on customer experience.
- A habit of going above and beyond.
Nice to have
- a network in the Nashville healthcare community
- experience building CS processes in both startup and enterprise settings
- an interest in storytelling and community building
Benefits
- Comprehensive healthcare
- unlimited vacation
- mandatory half week for everyone over July 4
- full week off at the end of the year
About the company
Flip is a B2B AI company focused on customer support for retail and healthcare. The team has 100+ people with offices in NYC, LA, and the UK.