Enterprise Customer Success Manager at Flip

New York, New York, United States

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, E-commerce, Retail, TechnologyIndustries

Requirements

Startup experience, having seen a company scale customer success from +10 clients to hundreds, understanding how to build teams and implement scalable systems for long-term success
+5 years of experience within CS function for a B2B software company
Strong communication skills both in-person and virtually between internal teams, client partners, and stakeholders by embracing ownership
Ability to understand the "why" and persuasively communicate messaging for internal and external buy-in
Eager and willing to support teammates
Go above and beyond consistently
High aptitude and high work ethic
Positive attitude in challenging situations (e.g., Friday night fires)
Creative persistence to find ways to win
Craving to join and build a high-growth "rocketship" company

Responsibilities

Deliver business impact through the product: identify customer problems, configure the product to optimize performance, and collaborate with the product team to improve it
Build authentic, trust-based relationships with customers, making Flip their favorite vendor; expand network of champions across stakeholders and meet in person
Support prospects in evaluating the product, lead implementation, and manage the relationship through its lifetime
Go above and beyond for customer requests (e.g., extra test calls, solve edge cases, deliver unexpected outcomes)
Become a product and domain expert quickly (within week 1) in Flip’s platform (ecom/retail or healthcare) to configure, troubleshoot, and advise
Unpack customer problems to uncover root causes beyond surface issues
Liaise with product teams to translate client needs into feedback that shapes roadmap and strategy
Use metrics and data to demonstrate ROI, goal achievement, and great experiences (e.g., patient experiences)
Partner with sales to accelerate launch and automation, making Flip the key reason for choosing and growing with us
Collaborate with marketing to help current customers share stories and bring in new customers

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementProduct ConfigurationRelationship BuildingImplementationStakeholder ManagementVoice AIHealthcareE-commerceRetail

Questions & Answers

Common questions about this position

Is this role remote or onsite?

The role requires onsite work Monday through Friday in either NYC or Playa Vista, CA.

What is the salary for this position?

This information is not specified in the job description.

What skills are required for the Enterprise Customer Success Manager role?

Key skills include building authentic trust-based relationships, becoming a product and domain expert quickly, unpacking customer problems to uncover root causes, storytelling with data to demonstrate ROI, and high aptitude with a strong work ethic.

What is the company culture like at Flip?

Flip has a high-energy culture where team members describe it as their favorite place they've worked and the hardest they've ever worked, ideal for those who want to go all-in, embrace challenges, and have a great time in a small and mighty team of 50.

What makes a strong candidate for this role?

Strong candidates have high aptitude and work ethic, the ability to quickly master the product and domain, build deep customer relationships, uncover root causes of problems, and thrive in a fast-paced, all-in team environment.

Flip

E-commerce platform for diverse products

About Flip

Flip.shop is an e-commerce platform that focuses on enhancing the online shopping experience for consumers who value quality and authenticity. The platform offers a wide variety of products, including home goods, beauty items, furniture, wellness products, pet accessories, and more. Users can engage with the community by rating reviews from other shoppers, which helps maintain high standards and transparency. This feature encourages honest feedback through authentic video reviews that highlight both pros and cons of products, reducing the likelihood of fake reviews. Additionally, Flip.shop provides fast and free shipping, which is a significant draw for customers. The company's goal is to create a trustworthy shopping environment that prioritizes customer satisfaction and community integrity.

Los Angeles, CaliforniaHeadquarters

2019Year Founded

$229.3MTotal Funding

SERIES_CCompany Stage

Consumer Software, Consumer GoodsIndustries

201-500Employees

Benefits

Paid Vacation

Company Equity

Risks

'Deinfluencing' trends may undermine Flip's focus on authentic reviews.

Unicorn valuation may increase investor pressure for rapid growth, affecting core values.

Reliance on AppLovin's AXON technology poses risks if partnership faces challenges.

Differentiation

Flip emphasizes authentic user-generated content, enhancing trust and loyalty.

Flip's fast and free shipping meets high consumer expectations for quick delivery.

Flip's community-driven review system ensures transparency and integrity.

Upsides

Flip's partnership with AppLovin boosts targeted and effective marketing strategies.

Recent $144 million funding positions Flip for expansion against Amazon and TikTok.

Flip capitalizes on 'deinfluencing' by promoting unbiased reviews.

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