Client Success Manager

TITLE: Client Success Manager
REPORTING TO: Client Success Lead
LOCATION: Brooklyn, NY - OR - Marina del Rey, CA 

There are 3 runaway categories in B2B AI — coding, legal, and customer support. We're at the center of the third, with a one-of-one market position and hundreds of diehard fan clients, from Under Armour to Tory Burch to some of the largest healthcare institutions in the country.

The market is dividing into two camps: generic tooling-and-FDE players building custom agents from scratch, and industry-specific solutions winning on client love due to speed of ROI. We're firmly the latter. Retail and healthcare alone represent $5B+ TAMs each, and we're still early.

We built the company on a simple idea: the best way to grow is to have a reference list as long as your customer list. We're a team of 100+ now, with offices in NYC, LA, and the UK. Many people here will tell you it's the best place they've worked and the hardest they've worked. Both are true.

As a Client Success Manager, you’ll work directly with our clients to make sure they are getting measurable value from Flip every day. You’ll help launch new customers, support and optimize existing accounts, troubleshoot issues, and become a trusted expert on how our product works within their business.

We are hiring across both our Healthcare and eCommerce/Retail verticals.

• →Help customers launch successfully — partner with Sales and Client Success to move customers from signed contract through implementation and go-live.
• →Become a product expert quickly — master Flip’s platform and understand the workflows, configurations, and integrations that power our customers' experiences.
• →Own day-to-day client relationships — serve as a reliable point of contact for customer questions, requests, troubleshooting, and ongoing optimization.
• →Make the extra test call — proactively test experiences, investigate issues, identify edge cases, and make sure what we deliver actually works for the customer.
• →Dig beyond the initial request — learn to understand the “why” behind customer questions and identify the underlying problem they are trying to solve.
• →Configure and optimize Flip — make changes within the platform and help customers continuously improve their voice and text experiences.
• →Work alongside Product and Engineering — clearly document bugs, feature requests, and customer feedback so internal teams can quickly understand and act on them.
• →Use data to understand performance — monitor customer metrics, identify trends, and help communicate the impact Flip is having on their business.
• →Build incredible customer relationships — be responsive, organized, thoughtful, and someone our customers genuinely enjoy working with.
• →Grow into greater account ownership — develop the technical, strategic, and commercial skills needed to independently manage increasingly complex and enterprise-level customers.

• 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 at once
• Technically curious — you don’t need to be an engineer, but you should want to understand how software, integrations, APIs, and data work
• Strong problem-solving skills and a willingness to dig into an issue rather than immediately escalate it
• Comfortable working with data and using metrics to understand performance
• Extremely organized and detail-oriented — you follow through, close loops, and don't let client requests disappear
• High aptitude and agency — you learn quickly, take ownership, and use AI and other tools to get to outcomes faster

• We're international, spanning the US, UK, and Canada
• We’ve raised $30M+ to date, including our recent $20M Series A — backed by Ridge, Next Coast, ScOp, Bullpen Capital, Data Point, and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon Data
• This role can sit within either our Retail or Healthcare vertical, which will be determined at offer stage, both teams follow the same interview loop
• Comprehensive healthcare and unlimited vacation, including a mandatory half week for everyone over July 4 and a full week off at the end of the year
• In office 5 days/week