Customer Success Manager

Role overview

Flip is hiring Customer Success Managers to support customer implementation and long-term account ownership. This role is based in Marina del Rey, CA and requires onsite work Monday through Friday. The position reports to the Director/Head of Customer Success.

About Flip

Flip provides Voice AI experiences for leading brands across retail and healthcare. Customers rely on the platform for millions of monthly phone interactions. The company describes itself as a small, high-performing team of about 50 people with offices in New York, Los Angeles, and the UK, and emphasizes strong customer references, close teamwork, and a fast-paced environment.

What the role involves

As a Customer Success Manager, you will own the customer journey at a critical stage, starting with implementation and continuing through the relationship afterward. The goal is to help customers achieve strong outcomes quickly, become a trusted partner, and support their growth through deep collaboration.

• Lead implementations, sometimes beginning before a sale is finalized.
• Handle integrations, product setup, configuration, and customer training.
• Help accelerate customer success on key metrics so sales outcomes translate into lasting value.
• Maintain close, ongoing communication with customers through tools like Slack, text, email, and face-to-face conversations.
• Build strong relationships and act as a strategic partner who understands each customer’s business.
• Identify product gaps and opportunities by combining customer insight with product knowledge.
• Work with marketing to bring customers into the community and encourage them to share their stories.
• Serve as a go-to advocate for eCommerce customer experience and support.
• Consistently go beyond the expected level of service and ownership.

Working style and culture

• Customers are expected to feel like a top priority at all times.
• The team values in-person relationships and direct collaboration.
• Improvement is expected continuously, and current processes are always open to refinement.
• Success in difficult moments is considered especially important.
• The team expects deep understanding of customer businesses and a willingness to solve problems beyond the immediate scope of the role.
• These are long-term partnerships, not transactional accounts.

Who you are

• You want to fully commit, learn quickly, and do the strongest work of your career.
• You are looking for fast growth and want to be challenged without a rigid ceiling.
• You can be trusted with high-stakes responsibilities.
• You communicate clearly and are comfortable with ownership, speed, and frequent uncertainty.
• You are eager to support teammates and work collaboratively.

Preferred background

• Startup experience and an entrepreneurial mindset are considered a plus.
• Experience in an early-stage healthtech or retail tech company, especially Series A to C, is preferred.
• Familiarity with EHR and practice-management integrations such as Epic, Athena, Experity, or eClinicalWorks is a plus.
• Knowledge of healthcare data standards like HL7, FHIR, and HIPAA is preferred.
• Understanding of payer/provider relationships and patient experience workflows is a bonus.

Benefits and additional details

• Comprehensive healthcare coverage.
• Unlimited vacation.
• A required half-week off for everyone over July 4.
• A full company break at the end of the year.
• Office-based work five days per week.
• The company operates internationally across the US, UK, and Canada.
• Flip has raised more than $30M to date, including a recent $20M Series A backed by Ridge, Next Coast, ScOp, Bullpen Capital, Data Point, and Forum Ventures, along with founders and executives from Amazon Alexa, Ada, Attentive, and Simon Data.
• The company is hiring multiple Customer Success Managers for either the eCom/Retail or Healthcare vertical.
• Final pay may depend on location, experience, and qualifications.
• This role may also include bonus and/or commission opportunities as well as equity, subject to company policy and board approval.

Equal opportunity statement

Flip states that it is committed to equal employment opportunity for all employees, applicants, and covered individuals regardless of protected characteristics, and aims to build a team that reflects the diversity of its customers.

Compensation

The stated compensation range for this role is $80,000 to $110,000 USD per year.