Back to jobs
tags.new

Enterprise Customer Success Lead

New York

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

REPORTING TO: Chief Revenue Office

PREFERRED 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

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.

Create a Job Alert

Interested in building your career at Flip? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Phone
Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf


Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

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.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.