Enterprise Customer Success

REPORTING TO: CoFounder/CROLOCATION: Playa Vista, CA (Onsite M-F)Who The Flip Is Flip?Flip is leading the next wave of innovation across customer support with AI-powered call automation. Launched back in 2015, we have over a decade of combined experience in AI, LLMs, NLP, and ML; allowing us to rise as the category leader for Voice AI across the eCommerce/Retail, Healthcare and Transportation verticals. We integrate with our client's tech stack, keeping it easy for customers and customizable for Flip.

We personalize every customer-facing call and resolve issues quickly, creating a seamless, branded experience that enhances customer satisfaction and loyalty. Our software is continuously evolving, with millions of real customer conversations a week, we deliver human-level understanding and handling with exceptional precision. We are in-office, with spaces in NYC, LA, and the UK. Our culture you ask? Blends of owner-operators, reverse hackers, deep collaboration and solution oriented mindsets. What You’ll DoFlip is growing fast, and we already have an incredible team of five founding CSMs who are setting the standard for what world-class customer success looks like.

We’re looking for an Enterprise Customer Success Lead who can come in as an IC and within a few months scale this team to the next level while upholding our ruthlessly customer-first culture. This is about leading from the front. You’ll be hands-on with customers, coaching and elevating the team, and driving real business impact. The bar for this role is extremely high because our customers expect the best, and our team delivers nothing less.

Your Core ResponsibilitiesOur CSMs are already outstanding—your job is to grow the team, hiring and developing high-caliber talent while maintaining an exceptional standard of execution. Be the loudest voice of the customer. Flip’s culture is ruthlessly customer-first, and you will be the driving force ensuring that customer needs shape our roadmap, automation strategies, and long-term vision. Drive measurable customer impact. Customer success at Flip isn’t about renewals. Customers continuing to use our product is a byproduct of delivering real, tangible value. Your focus is on helping them succeed, not just keeping them around. Hands-on leadership.

You don’t just direct—you jump in, problem-solve, and work alongside the team when needed, whether it’s on a strategic initiative or solving a high-priority customer challenge. Technical acumen. Our product is deeply integration-driven. You should be comfortable reading an API spec, understanding automation workflows, and troubleshooting implementation challenges alongside your team. 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 PersonLead product implementation (often before the sale is closed), including setting up integrations, product configurations, and training the customer how to use it - you know what API’s you need and what resources to pull to get themHelp sales win by getting new clients 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 storyEither already are or become obsessed with eCommerce customer experience/supportGo above and beyond consistently What You BringStartup experience and have seen a company scale their customer success from +200 clients to over 1000 clients.

Understand what it takes to implement scalable processes for long term success +5 years of experience leading a CS function for a B2B software company, plus if it supports retail, ecommerce or omnichannel brands Strong communication skills both in-person and virtually between internal teams, client partners, stakeholders by embracing ownership.

Ability to understand the why and persuasively communicate messaging for internal and external buy-inEager and willing to support your teammates - just like they will with you! Player-coach when it comes to developing a team of highly motivated individual contributorsMore About UsWe're international, spanning the US, UK, and CanadaWe are backed by ScOp Venture Capital, Bullpen Capital, and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and SimonComprehensive 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#FlippinLegendFinal compensation may vary based on location, experience, and qualifications.

This role is also eligible for bonus and/or commission as well as equity, in accordance with company policy, and subject to board approval. Compensation Range: : $100,000 USD - $140,000 USDOur 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.