Enterprise Customer Success Manager

Flip is a company that provides innovative voice AI solutions, trusted by numerous brands for managing customer interactions. The Enterprise Customer Success Manager will be responsible for ensuring customer satisfaction, optimizing product performance, and building strong relationships with clients in the healthcare or eCommerce sectors.

Responsibilities:

• Make sure our reference list is as long as our customer list…
• Make Flip the most impactful tool in the tech stack for our customers, i.e. deliver business impact through our product, identify the problems they're looking to solve, configure our product to optimize performance, and collaborate with our product team to constantly raise the roof
• Be our customers' favorite vendor to work with - build authentic, trust-based relationships where every interaction leaves clients feeling heard, supported, and excited about what's possible. Expand our network of champions across all relevant stakeholders. Get on airplanes to meet them in person
• Support prospects in evaluating our product, then lead implementation all the way through the lifetime of the relationship
• Go above and beyond for their requests - make the extra test call, solve edge cases, and deliver outcomes customers didn't even realize were possible
• Become a product and domain expert quickly (within week 1) - master Flip's platform (either ecom/retail or healthcare) workflows so you can configure, troubleshoot, and advise with authority
• Unpack their problems and dig into the "why" - get past surface level issues to uncover root causes
• Liaise with our product team to craft solutions - translate client needs into clear feedback that shapes our roadmap and strategy
• Storytell with data - use metrics to show how Flip meets their goals, gives great patient experiences and delivers clear ROI
• Partner with sales - work side-by-side to accelerate launch and automation through customer success, making Flip the reason they choose us and the reason they grow with us
• Coach and scale the CS team - hire, mentor, and empower exceptional CSMs while raising the bar for execution and culture. Initially this role will be an IC for first ~6 months
• Collaborate with marketing to bring new customers into our community by helping current customers share their story