TITLE: Customer Success Manager REPORTING TO: Director/Head of Customer Success LOCATION: Brooklyn, New York (Onsite M-F) What The Company Does: Flip is a Voice AI technology provider that handles phone calls for hundreds of brands, including Under Armour and Tory Burch in retail, and Experity and Fast Pace Health in healthcare, processing millions of phone calls monthly. The company operates as a small team of 50 with offices in NYC, LA, and the UK. Responsibilities: The Customer Success Manager represents the brand at the most critical moment in the customer journey, leading product implementation and then owning the relationship afterward. Key duties include leading product implementation (often before the sale is closed), such as setting up integrations, product configurations, and customer training; helping sales win by getting new customers to succeed on their most important metrics quickly; building deep lasting relationships through regular meetings and constant communication via slack, text, in person, and email; helping shape the product by deeply understanding the customer, their business, and the company's product to identify gaps and opportunities; collaborating with marketing to bring new customers into the community and help them share their story; developing or becoming obsessed with eCommerce customer experience/support; and consistently going above and beyond. The customer success philosophy centers on being the most impactful product in customers' tech stacks, being their favorite vendor to work with, and building in-person relationships. The role involves long-term partnerships that compound in value over time. Ideal Candidate Traits: Looking to go all-in, learn a lot, and do the best work of their career so far. Seeking rapid progression without being confined by a ceiling. Trusted with the most important things in the most important moments. Communicates well and embraces ownership, speed, and occasional (frequent) uncertainty. Eager and willing to support teammates. Bonuses: Experience working at a startup with an entrepreneurial drive. Experience at an early-stage Healthtech or Retail tech company (Series A–C). Familiarity with EHR/PM integrations (Epic, Athena, Experity, eClinicalWorks, etc.). Knowledge of healthcare data standards (HL7, FHIR, HIPAA). Understanding of payer/provider dynamics and patient experience workflows. Company Details: The company is international, spanning the US, UK, and Canada. It has raised +$30M to date, including a recent $20M Series A, backed by Ridge, Next Coast, ScOp, Bullpen Capital, Data Point, and Forum Ventures, as well as founders and executives from Amazon Alexa, Ada, Attentive, and Simon Data. Multiple CSM positions are open, with candidates placed into either the eCom/Retail or Healthcare vertical. Benefits: 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. Compensation: $80,000 — $110,000 USD. Final compensation may vary based on location, experience, and qualifications. The role is also eligible for bonus and/or commission as well as equity, in accordance with company policy, and subject to board approval. The company provides equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics.

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