Senior Client Success Manager, Healthcare

TITLE: Senior Client Success Manager, Healthcare
REPORTING TO: Vice President of Customer Success
LOCATION: Nashville, TN (Onsite M-F)

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.

You will drive measurable outcomes for Flip's healthcare customers, from first evaluation through launch and long-term growth.

• →Lead prospect evaluations and implementations for health systems, provider groups, and clinics across the full customer lifecycle, and partner with sales to accelerate go-lives.
• →Build trust-based relationships with operations, patient access, revenue cycle, and IT stakeholders, and expand your network inside each account. Meet customers in person across the Nashville healthcare community.
• →Configure the product for healthcare call flows such as scheduling, referrals, prescription refills, billing questions, and after-hours triage handoffs, and troubleshoot as volumes grow.
• →Become a product and domain expert quickly, and advise customers on how to improve automation rates, patient experience, and staff workload.
• →Use data to show ROI, such as calls automated, hold times reduced, and front-desk hours saved.
• →Bring customer feedback to Product and shape the healthcare roadmap.
• →Work with Marketing on customer stories and help build a healthcare customer community.
• →Coach and scale the Customer Success team. This role is an individual contributor for roughly the first six months.

• 5+ years leading a customer success function at a B2B software company, ideally in healthtech or health IT.
• Startup experience scaling customer success from roughly 10 to hundreds of clients.
• Familiarity with EHR and practice management integrations (for example Epic and athenahealth) and with standards such as HL7, FHIR, and HIPAA.
• An understanding of payer and provider dynamics and healthcare compliance, and comfort talking with clinical and operational leaders.
• Strong communication skills, ownership, and a player-coach mindset.
• A strong focus on customer experience and a habit of going above and beyond.

Nice to have: a network in the Nashville healthcare community, experience building CS processes in both startup and enterprise settings, and an interest in storytelling and community building.

• 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

#FlippinLegend