Customer Success Manager

Flip • Full-time • Los Angeles Metropolitan Area, US • 1d ago

LOCATION: Playa Vista, CA (Onsite M-F)

Who The Flip Is Flip?

Flip is leading the next wave of innovation in customer support—AI-powered call automation. While it’s clear that automating support calls is inevitable and imminent, current market adoption remains under 1%. Flip is ahead of the curve, emerging as the category leader across eCommerce/Retail, Healthcare and Transportation.

Flip integrates with a client's tech stack to personalize every call and resolve issues quickly, creating a seamless, branded experience that enhances customer satisfaction and loyalty.Flip continuously evolves through millions of real customer conversations, delivering human-level understanding and handling with exceptional precision.

We are in-office, with spaces in NYC, LA, and the UK. If you enjoy being an owner-operator, solving and/or reverse hacking hurdles and hold a high level of integrity for product quality and service then this is the place for you.

#FlippinLegend

What You’ll Do

We are looking for a few customer success managers to join us. As a CSM you represent the brand at the most critical moment in the customer journey, leading the product implementation, and then own the relationship thereafter.

Our philosophy on growth – Be the most impactful product in our customers’ tech stack, their favorite vendor to work with, and give them a microphone to share their story in the community.

We believe every customer should feel like our first and only.
We believe in building in person relationships.
We believe how we do things today is written in pencil and everyone is responsible for improving it.
We believe in winning, especially in the hardest of moments.
We believe in deeply understanding our customers’ business, being a strategic thought partner, helping them connect with others in the community, and solving problems for them far beyond our scope.
We believe in going long – these aren’t transactional relationships, they’re deep partnerships that compound in value over time.

Who You Are, As A Customer Success Manager

Lead product implementation (often before the sale is closed), including setting up integrations, product configurations, and training the customer how to use it
Help sales win by getting new customers to success on their most important metrics FAST
Build deep lasting relationships, meet regularly with customers and communicate constantly over slack, text, in person, etc (and yes email too)
Help shape the product by deeply understand the customer and their business, as well as our product, to spot gaps and opportunities
Collaborate with marketing to bring new customers into our community and help them share their story
Either already are or become obsessed with eCommerce customer experience/support
Go above and beyond consistently

Our customers are our most valuable asset, and you are responsible for them.

Who You Are, As A Person

Looking to go all-in, learn a lot, and do the best work of your career (so far!)
Sick of being put in a box with a ceiling, you want to progress fast and see what you’re truly capable of
Are trusted with the most important things in the most important moments
Communicate well, and embrace ownership, speed, & occasional (frequent 😉) uncertainty
Eager and willing to support your teammates - just like they will with you!

Bonuses

Know what it looks like to work at a startup, and have an entrepreneurial drive
eCommerce CX expertise OR healthcare software experience
Offices in NYC and LA - work onsite in either location!

More About Us

We're international, spanning the US, UK, and Canada
We are backed by ScOp Venture Capital, Bullpen Capital, and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon
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

Our customers span the globe, and so do our offices. Flip is committed to providing equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics. We want our company to be as diverse and inclusive as our customers.

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