Job Description

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! Know what it looks like to work at a startup, and have an entrepreneurial drive 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 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 - $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. Create a Job Alert Interested in building your career at Flip? Get future opportunities sent straight to your email. Apply for this job * indicates a required field First Name * Last Name * Preferred First Name Email * Phone Resume/CV Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Github Link This role requires being onsite at our Playa Vista, CA office Monday through Friday during standard business hours. Are you able to meet this requirement? * Select... Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in Flip’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Select... Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. 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Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... 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