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About the Role
Ensure Flip is the most impactful tool in enterprise clients' tech stacks by delivering business impact, configuring the product for optimal performance, and collaborating with Product and Engineering teams. Serve as the main post-sales point of contact, both virtually and in-person, consistently supporting customers.
Responsibilities
- Partner with sales to accelerate launch and automate customer/patient interactions through voice-to-voice and text communication channels.
- Support prospects in evaluating the product, then lead implementation through the lifetime of the relationship.
- Become a product domain expert within week 1, mastering Flip’s platform (ecom/retail or healthcare) and understanding workflows to configure, troubleshoot, and advise with authority.
- Build authentic, trust-based relationships where every interaction leaves clients feeling heard, supported, and excited about what’s possible.
- Expand Flip’s network of champions across all relevant stakeholders in the customer’s organization.
- Go above and beyond for customer requests, making extra test calls, solving edge cases, and delivering unexpected outcomes.
- Unpack customer problems and dig into the “why” to uncover root causes.
- Liaise with Product and Engineering teams to translate client needs into clear feedback that shapes the roadmap and strategy.
- Use metrics to demonstrate how Flip meets customer goals, enhances customer/patient experiences, and delivers clear ROI.
- Collaborate with marketing to bring customers into the community and tell their stories.
Requirements
- Minimum of 5 years of experience in Customer Success, Implementation, Solutions/Sales Engineer, or Technical Support 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 and client partners/stakeholders.
- Ability to embrace ownership, understand the 'why', and persuasively communicate messaging for internal and external buy-in.
- High aptitude and agency, using AI where applicable for faster, more efficient outcomes.
- Familiarity with EHR/PM integrations (Epic, Athena, Experity, eClinicalWorks, etc.) and healthcare data standards (HL7, FHIR, HIPAA) is a plus.
- Strong understanding of payer/provider dynamics, patient experience workflows, and healthcare compliance considerations is a plus.
Skills
- Customer Success
- Implementation
- Solutions Engineering
- Sales Engineering
- Technical Support
- SaaS
- Enterprise Client Support
- Gap Analysis
- API Endpoints
- Data Analysis
- Communication
- AI
- EHR/PM Integrations
- Healthcare Data Standards
- Payer/Provider Dynamics
- Patient Experience Workflows
- Healthcare Compliance
Location
- Brooklyn, NY
- Marina del Rey, CA
Work Type
- Onsite
- Full-time
Experience Level
- Senior
- 5+ years
- 2+ years enterprise
Salary/Compensations
- $110,000—$150,000 USD
Benefits
- Comprehensive healthcare
- Unlimited vacation
- Mandatory half week off for everyone over July 4th
- Full week off at the end of the year
- Bonus eligibility
- Commission eligibility
- Equity eligibility
About the Company
- Flip operates in the B2B AI customer support space with a unique market position and a strong client base, including major brands and healthcare institutions.
- The company focuses on industry-specific solutions that deliver rapid ROI, targeting large TAMs in retail and healthcare.
- Flip's growth strategy is centered on building a strong reference list through exceptional customer service.
- The company has over 100 employees with offices in NYC, LA, and the UK, known for being a challenging yet rewarding work environment.
- Flip has raised over $30M, including a $20M Series A, with backing from prominent investors and industry executives.
- The company is international, with offices in the US, UK, and Canada.
Equal Opportunity
- Flip is committed to providing equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics.
- The company aims to be as diverse and inclusive as its customers.