Customer Success Manager

Preferred Location: NYC or LA (On-site)

Who The Flip Is Flip?

Ever have a bad experience calling customer service? We're changing that!

Flip replaces old customer service phone robots with a modern voice AI experience for over 200 of your favorite brands on the planet. We support companies within eCommerce and Transportation and have another vertical in incubator stages. Our software talks to millions of people weekly and has helped 200M+ callers with their “quick questions” so far.

Our growth is inevitable as only 1% of companies have adopted this technology today and yet everyone agrees it is obvious. We aim to lead this change and focus on winning within our verticals, one at a time.

Flip is a profitable, fast-growing and a well-funded 30-person startup. We are in-office, with spaces in NYC, LA, and the UK. Our team is the most important and best thing we’ve built.

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
• Offices in NYC and Playa Vista, CA - 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.