Customer Success Manager

TITLE: Customer Success Manager REPORTING TO: Director/Head of Customer Success LOCATION: Marina del Rey, CA (Onsite M-F) Who The Flip Is Flip? Ever call your favorite eCommerce brand or healthcare provider, and have a crazy good Voice AI answer? That’s Flip. Hundreds of brands from Under Armour and Tory Burch in retail to Experity and Fast Pace Health in healthcare trust Flip to have millions of phone calls with their customers every month. 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 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 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 micro [... source excerpt omitted ...] ings 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 [... source excerpt omitted ...] sting 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 i