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Enterprise Customer Success

Los Angeles

LOCATION: Playa Vista, CA (Onsite M-F)

Who The Flip Is Flip?

Ever have a bad experience calling customer service? We're changing that!

Flip replaces old customer service phone robots with a modern voice AI experience for over 200 of your favorite brands on the planet. We support companies within eCommerce and Transportation and have another vertical in incubator stages. Our software talks to millions of people weekly and has helped 200M+ callers so far.

Our growth is inevitable as only 1% of companies have adopted this technology today and yet everyone agrees it is obvious. We aim to lead this change and focus on winning within our verticals, one at a time. 

Flip is a profitable, fast-growing and a well-funded 30-person startup. We are in-office, with spaces in NYC, LA, and the UK. Our team is the most important and best thing we’ve built. 

What You’ll Do

Flip is growing fast, and we already have an incredible team of five founding CSMs who are setting the standard for what world-class customer success looks like. We’re looking for an Enterprise Customer Success Lead who can come in as an IC and within a few months scale this team to the next level while upholding our ruthlessly customer-first culture.

This is about leading from the front. You’ll be hands-on with customers, coaching and elevating the team, and driving real business impact. The bar for this role is extremely high because our customers expect the best, and our team delivers nothing less.

Your Core Responsibilities

  • Our CSMs are already outstanding—your job is to grow the team, hiring and developing high-caliber talent while maintaining an exceptional standard of execution.
  • Be the loudest voice of the customer. Flip’s culture is ruthlessly customer-first, and you will be the driving force ensuring that customer needs shape our roadmap, automation strategies, and long-term vision.
  • Drive measurable customer impact. Customer success at Flip isn’t about renewals. Customers continuing to use our product is a byproduct of delivering real, tangible value. Your focus is on helping them succeed, not just keeping them around.
  • Hands-on leadership. You don’t just direct—you jump in, problem-solve, and work alongside the team when needed, whether it’s on a strategic initiative or solving a high-priority customer challenge.
  • Technical acumen. Our product is deeply integration-driven. You should be comfortable reading an API spec, understanding automation workflows, and troubleshooting implementation challenges alongside your team.

Our philosophy on growth – Be the most impactful product in our customers’ tech stack, their favorite vendor to work with, and give them a microphone to share their story in the community. 

  • We believe every customer should feel like our first and only. 
  • We believe in building in person relationships. 
  • We believe how we do things today is written in pencil and everyone is responsible for improving it. 
  • We believe in winning, especially in the hardest of moments. 
  • We believe in deeply understanding our customers’ business, being a strategic thought partner, helping them connect with others in the community, and solving problems for them far beyond our scope. 
  • We believe in going long – these aren’t transactional relationships, they’re deep partnerships that compound in value over time. 

Who you are, as a person

  • Lead product implementation (often before the sale is closed), including setting up integrations, product configurations, and training the customer how to use it - you know what API’s you need and what resources to pull to get them
  • Help sales win by getting new clients to success on their most important metrics FAST 
  • Build deep lasting relationships, meet regularly with customers and communicate constantly over slack, text, in person, etc (and yes email too) 
  • Help shape the product by deeply understand the customer and their business, as well as our product, to spot gaps and opportunities 
  • Collaborate with marketing to bring new customers into our community and help them share their story
  • Either already are or become obsessed with eCommerce customer experience/support
  • Go above and beyond consistently 

What you bring

  • Startup experience and have seen a company scale their customer success from +200 clients to over 1000 clients. Understand what it takes to implement scalable processes for long term success 
  • +5 years of experience leading a CS function for a B2B software company, plus if it supports retail, ecommerce or omnichannel brands 
  • 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

More About Us

  • We're international, spanning the US, UK, and Canada
  • We are backed by ScOp Venture Capital, Bullpen Capital, and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon
  • 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

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.

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