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About the Role
As a Client Success Manager, you will collaborate directly with clients to ensure they derive measurable value from Flip daily. You will facilitate new customer onboarding, support and optimize existing accounts, troubleshoot issues, and become an expert on product integration within their business. This role is available within either the Healthcare or eCommerce/Retail verticals.
Responsibilities
- Help customers launch successfully by partnering with Sales and Client Success to manage the transition from contract signing through implementation and go-live.
- Become a product expert by mastering Flip’s platform and understanding workflows, configurations, and integrations.
- Own day-to-day client relationships, serving as a reliable point of contact for inquiries, requests, troubleshooting, and ongoing optimization.
- Proactively test experiences, investigate issues, identify edge cases, and ensure delivered solutions function correctly for the customer.
- Understand the underlying problems customers are trying to solve by digging beyond initial requests.
- Configure and optimize Flip, making platform changes to help customers continuously improve their voice and text experiences.
- Collaborate with Product and Engineering teams by documenting bugs, feature requests, and customer feedback.
- Monitor customer metrics, identify trends, and communicate the impact of Flip on their business.
- Build strong customer relationships through responsiveness, organization, and thoughtfulness.
- Develop the technical, strategic, and commercial skills necessary for independent management of complex, enterprise-level customers.
Requirements
- 3 years of experience in Customer Success, Implementation, Technical Support, Solutions, Account Management, or another client-facing role, ideally within a SaaS or technology company.
- Comfortable working directly with B2B clients and managing multiple priorities simultaneously.
- Technically curious and eager to understand how software, integrations, APIs, and data function.
- Strong problem-solving skills with a proactive approach to issue resolution.
- Comfortable working with data and using metrics to understand performance.
- Extremely organized and detail-oriented with a commitment to follow-through.
- High aptitude and agency, demonstrating quick learning, ownership, and effective use of tools to achieve outcomes.
Skills
- SaaS
- Technology
- B2B Client Management
- Problem-Solving
- Data Analysis
- Organization
- Detail-Oriented
- Technical Curiosity
- AI Tools
Location
- Brooklyn, NY
- Marina del Rey, CA
Work Type
- Onsite (5 days/week)
Experience Level
- 3 years of experience
Salary/Compensations
- $80,000—$110,000 USD
Benefits
- Comprehensive healthcare
- Unlimited vacation
- Mandatory half week off over July 4th
- Full week off at the end of the year
- Bonus eligibility
- Commission eligibility
- Equity
About the Company
- Flip is a leader in B2B AI for customer support, with a unique market position and a strong client base including major retail and healthcare institutions.
- The company is built on the principle that growth is driven by customer satisfaction and references.
- Flip employs over 100 people across offices in NYC, LA, and the UK.
- The company culture is described as both highly rewarding and demanding.
- Flip has raised over $30M, including a $20M Series A, with backing from prominent investors and industry leaders.
- The company operates internationally, 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 foster a diverse and inclusive environment mirroring its global customer base.