TITLE: Senior Client Success Manager REPORTING TO: Vice President of Customer Success LOCATION: Brooklyn, NY -OR- Marina del Rey, CA (Onsite M-F) About Flip: Flip operates in B2B AI customer support, one of 3 runaway categories alongside coding and legal. The company holds a unique market position with hundreds of loyal clients including Under Armour, Tory Burch, and some of the largest healthcare institutions in the country. The market is split between generic tooling-and-FDE players building custom agents from scratch and industry-specific solutions competing on speed of ROI. Flip identifies with the latter. Retail and healthcare each represent $5B+ TAMs, and the company is still early in its growth. Flip was built on the idea that the best way to grow is to maintain a reference list as long as your customer list. The team consists of 100+ people with offices in NYC, LA, and the UK. Role Responsibilities: The Senior Client Success Manager ensures Flip is the most impactful tool in enterprise clients' tech stacks. Responsibilities include delivering business impact through the product, identifying client problems, configuring the product to optimize performance, and collaborating with Product and Engineer teams to raise standards. Serving as the main post-sales contact both virtually and in-person, consistently supporting customers. Hiring is for both the Healthcare and Retail verticals with the same interview process for both, and there are active openings for both business units. Partners with sales to accelerate launch and automate customer/patient interactions through voice-to-voice and text communication channels. Supports prospects in evaluating the product and leads implementation throughout the entire lifetime of the relationship. Must become a product domain expert within week 1, mastering Flip's platform (either ecom/retail or healthcare), understanding workflows to configure, troubleshoot, and advise with authority. Builds authentic, trust-based relationships where every interaction leaves clients feeling heard, supported, and excited about possibilities. Expands Flip's network of champions across relevant stakeholders in the customer's organization. Goes above and beyond for requests — makes extra test calls, solves edge cases, and delivers outcomes customers didn't realize were possible. Digs into root causes beyond surface-level issues. Liaises with Product and Engineering teams to translate client needs into clear feedback that shapes roadmap and strategy. Uses metrics to demonstrate how Flip meets goals, delivers great customer or patient experiences, and provides clear ROI. Collaborates with marketing to bring customers into the community and tell their story. Requirements: Minimum of 5 years of experience in a Customer Success, Implementation, Solutions/Sales Engineer, or Technical support role for a SaaS company. At least 2 years supporting enterprise level clients/customers. Fluent in gap analysis and API endpoints. Expert level understanding of data analysis and how to communicate the story. Strong communication skills both in-person and virtually between internal teams, client partners, and stakeholders by embracing ownership. Ability to understand the why and persuasively communicate messaging for internal and external buy-in. High aptitude and agency — using AI where applicable to reach outcomes faster and more efficiently. Nice to have (Healthcare Vertical Specific — Not Required): 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. Company Details: International presence spanning the US, UK, and Canada. 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. Benefits include 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. 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. Compensation Range: $110,000 — $150,000 USD. Customers span the globe, as do the offices. Flip is committed to providing equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics.

Senior Client Success Manager

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