Director of Customer Success

Flip is a company that provides voice AI solutions for various brands, aiming to enhance customer interactions. The Director of Customer Success will lead customer relationships, ensuring business outcomes 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: 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