Director of Customer Success - Healthcare

Flip is a dynamic company that specializes in voice AI solutions for various industries including healthcare. The Director of Customer Success will be responsible for managing key customer relationships, leading the customer lifecycle, and building a world-class customer success organization.

Responsibilities:

• Own Outcomes for Our Most Strategic Customers:
• Make Flip the most impactful tool in our customers' tech stack by delivering clear business outcomes and ROI
• Ensure our reference list grows as fast as our customer list
• Build trusted, executive-level relationships across stakeholders — becoming our customers' favorite partner
• Travel frequently to meet customers in person and deepen partnerships
• Lead the Full Customer Lifecycle:
• Partner with Sales to support late-stage evaluations and close complex deals
• Lead onboarding and implementation through the full lifetime of the customer relationship
• Go above and beyond to solve edge cases, test scenarios, and deliver outcomes customers didn't think were possible
• Be a Deep Product & Domain Expert:
• Master Flip's platform quickly (eCommerce/Retail or Healthcare)
• Unpack customer problems beyond surface symptoms to uncover root causes
• Translate customer needs into actionable feedback that shapes product strategy and roadmap
• Build & Scale a World-Class CS Organization:
• Initially operate as a senior IC for ~6 months while setting the standard
• Hire, mentor, and scale a high-performing CS team as the business grows
• Build scalable systems, processes, and operating rhythms without losing quality
• Act as a player-coach who raises the bar for execution, ownership, and culture
• Partner Across the Business:
• Collaborate with Product to ship customer-driven improvements
• Work with Marketing to turn customers into advocates and community leaders
• Use data and storytelling to show impact, performance, and ROI