Job Specifications
LOCATION: New York, 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 year.
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 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 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 OR healthcare software experience
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
#FlippinLegend
Final 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:: $80,000 USD - $110,000 USD
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.
About the Company
We're the only Voice AI vendor that can deliver the real deal: Voice AI that doesn't deflect - it resolves, doesn't take months to deploy - takes minutes, doesn't deal in BS - delivers on results. Flip automates millions of phone calls per week for hundreds of the most iconic eCommerce, retail, healthcare, and transportation brands. And our reference list? It's as long as our customer list. Our team is the best thing we've built, and we're always growing. Want to work with the best of the best? Nows the time. Get to know us ...
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