Director of Customer Success - Healthcare

TITLE: Director of Customer Success - Healthcare

REPORTING TO: Cofounder/CRO

LOCATION: Brooklyn, New York (Onsite M-F)

Who The Flip Is Flip?

Ever call your local taxi company, healthcare provider, or favorite eCommerce brand, and have a crazy good voice ai answer? That’s Flip. Hundreds of brands from Brooklinen, Princess Polly, and Hexclad Cookware to Tory Burch, Belk and the NFL trust Flip to have millions of phone calls with their customers every week.

We’ve built our company on the idea that the best way to grow is to have a reference list as long as our customer list, and with a constant belief that the team is the best thing we’ve built. Both are true today and increasingly so every day.

Many on our team would tell you this is their favorite place they’ve ever worked, and the hardest they’ve ever worked. It’s ideal for people who want to go all-in, do the work, ride the roller coaster, and have a great flippin' time doing it. We’re a small and mighty team of 50 today with offices in NYC, LA, and the UK.

What You’ll Do

This is a build-and-own role with real stakes. You will step into active, high-impact customer relationships from day one. You’ll work directly with the founders and partner closely with Sales, Product/Engineering, and Marketing. 

Own Outcomes for Our Most Strategic Customers:

• Make Flip the most impactful tool in our customers’ tech stack by delivering clear business outcomes and ROI
• Ensure our reference list grows as fast as our customer list
• Build trusted, executive-level relationships across stakeholders — becoming our customers’ favorite partner
• Travel frequently to meet customers in person and deepen partnerships

Lead the Full Customer Lifecycle:

• Partner with Sales to support late-stage evaluations and close complex deals
• Lead onboarding and implementation through the full lifetime of the customer relationship
• Go above and beyond to solve edge cases, test scenarios, and deliver outcomes customers didn’t think were possible

Be a Deep Product & Domain Expert:

• Master Flip’s platform quickly (eCommerce/Retail or Healthcare)
• Unpack customer problems beyond surface symptoms to uncover root causes
• Translate customer needs into actionable feedback that shapes product strategy and roadmap

Build & Scale a World-Class CS Organization:

• Initially operate as a senior IC for ~6 months while setting the standard
• Hire, mentor, and scale a high-performing CS team as the business grows
• Build scalable systems, processes, and operating rhythms without losing quality
• Act as a player-coach who raises the bar for execution, ownership, and culture

Partner Across the Business:

• Collaborate with Product to ship customer-driven improvements
• Work with Marketing to turn customers into advocates and community leaders
• Use data and storytelling to show impact, performance, and ROI

Who You Are

• You have exceptionally high aptitude and work ethic — you move fast and choose to go deep
• You’re the person people want in the room when things get hard
• You bring optimism, grit, and creative persistence when there’s no obvious answer
• You’re craving a real rocketship — and want to help build it, not just ride it

If reading this makes your pulse go up instead of down, you’re probably in the right place.

What You Bring

• 10+ years of experience leading Customer Success for a B2B software company
• Proven experience scaling CS from early customers to hundreds of accounts
• A track record managing complex, high-stakes, business-critical relationships — and the ability to articulate exactly how you navigated the hardest moments
• Strong executive communication skills with customers and internal stakeholders
• Deep ownership mentality — you see problems as yours to solve
• Player-coach