Senior Client Success Manager, Healthcare
Flip
$110,000 - $150,000 / year
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Description
TITLE: Senior Client Success Manager, Healthcare
REPORTING TO: Vice President of Customer Success
LOCATION: Nashville, TN (Onsite M-F)
Who Is Flip?
There are 3 runaway categories in B2B AI — coding, legal, and customer support. We're at the center of the third, with a one-of-one market position and hundreds of diehard fan clients, from Under Armour to Tory Burch to some of the largest healthcare institutions in the country.
The market is dividing into two camps: generic tooling-and-FDE players building custom agents from scratch, and industry-specific solutions winning on client love due to speed of ROI. We're firmly the latter. Retail and healthcare alone represent $5B+ TAMs each, and we're still early.
We built the company on a simple idea: the best way to grow is to have a reference list as long as your customer list. We're a team of 100+ now, with offices in NYC, LA, and the UK. Many people here will tell you it's the best place they've worked and the hardest they've worked. Both are true.
What you'll do
You will drive measurable outcomes for Flip's healthcare customers, from first evaluation through launch and long-term growth.
- Lead prospect evaluations and implementations for health systems, provider groups, and clinics across the full customer lifecycle, and partner with sales to accelerate go-lives.
- Build trust-based relationships with operations, patient access, revenue cycle, and IT stakeholders, and expand your network inside each account. Meet customers in person across the Nashville healthcare community.
- Configure the product for healthcare call flows such as scheduling, referrals, prescription refills, billing questions, and after-hours triage handoffs, and troubleshoot as volumes grow.
- Become a product and domain expert quickly, and advise customers on how to improve automation rates, patient experience, and staff workload.
- Use data to show ROI, such as calls automated, hold times reduced, and front-desk hours saved.
- Bring customer feedback to Product and shape the healthcare roadmap.
- Work with Marketing on customer stories and help build a healthcare customer community.
- Coach and scale the Customer Success team. This role is an individual contributor for roughly the first six months.
What you'll bring
- 5+ years leading a customer success function at a B2B software company, ideally in healthtech or health IT.
- Startup experience scaling customer success from roughly 10 to hundreds of clients.
- Familiarity with EHR and practice management integrations (for example Epic and athenahealth) and with standards such as HL7, FHIR, and HIPAA.
- An understanding of payer and provider dynamics and healthcare compliance, and comfort talking with clinical and operational leaders.
- Strong communication skills, ownership, and a player-coach mindset.
- A strong focus on customer experience and a habit of going above and beyond.
Nice to have: a network in the Nashville healthcare community, experience building CS processes in both startup and enterprise settings, and an interest in storytelling and community building.
More About Us
- We're international, spanning the US, UK, and Canada
- We’ve raised $30M+ to date, including our recent $20M Series A — backed by Ridge, Next Coast, ScOp, Bullpen Capital, Data Point, and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon Data
- 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.
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.
Benefits
- stock options
About this role
Flip builds AI customer support solutions purpose-built for healthcare, and this role puts you at the center of scaling that business. You'll own the full customer lifecycle for health systems, provider groups, and clinics—from initial evaluation through implementation, launch, and growth. This means configuring the product for real healthcare workflows like appointment scheduling, referral management, and after-hours triage, troubleshooting as call volumes increase, and using data to demonstrate concrete ROI to your customers. You'll also meet clients in person across Nashville's healthcare community and partner with sales to accelerate go-lives.
The role demands deep expertise in both customer success and healthcare operations. You'll need five-plus years leading CS at a B2B software company, ideally in healthtech, plus startup experience scaling from small to large customer bases. Familiarity with EHR systems like Epic and athenahealth, healthcare standards like HIPAA and FHIR, and the dynamics between payers and providers is essential. You should be comfortable building trust with clinical and operational leaders, translating customer feedback into product improvements, and owning outcomes with minimal hand-holding.
For the first six months you'll be an individual contributor, then transition into coaching and scaling the CS team. This is a full-time, in-office role in Nashville reporting to the VP of Customer Success, with a salary range of $110,000–$150,000 plus bonus, commission, and equity eligibility. If you have a network in Nashville's healthcare community or experience building CS processes across startup and enterprise settings, that's a meaningful advantage.
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Pay for this role
$110,000 to $150,000 per year
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