Director of Customer Success - Healthcare
Posted 2 weeks ago
Interested in this position?
Upload your resume and we'll match you with this and other relevant opportunities.
Upload Your ResumeAbout This Role
As the Director of Customer Success for Healthcare, you will be pivotal in driving customer outcomes for strategic clients by delivering measurable business results and return on investment. You will lead the full customer lifecycle, from supporting sales to onboarding and implementation, and act as a player-coach to build and scale a world-class Customer Success organization.
Responsibilities
- Make Flip the most impactful tool in customers' tech stack by delivering clear business outcomes and ROI.
- Ensure the reference list grows as fast as the customer list.
- Build trusted, executive-level relationships across stakeholders, becoming customers' favorite partner.
- Travel frequently to meet customers in person and deepen partnerships.
- Partner with Sales to support late-stage evaluations and close complex deals.
- Lead onboarding and implementation through the full lifetime of the customer relationship.
- Go above and beyond to solve edge cases, test scenarios, and deliver outcomes customers didn't think were possible.
- Master Flip's platform quickly (eCommerce/Retail or Healthcare).
- Unpack customer problems beyond surface symptoms to uncover root causes.
- Translate customer needs into actionable feedback that shapes product strategy and roadmap.
- Operate as a senior IC for approximately 6 months while setting the standard.
- Hire, mentor, and scale a high-performing CS team as the business grows.
- Build scalable systems, processes, and operating rhythms without losing quality.
- Act as a player-coach who raises the bar for execution, ownership, and culture.
- Collaborate with Product to ship customer-driven improvements.
- Work with Marketing to turn customers into advocates and community leaders.
- Use data and storytelling to show impact, performance, and ROI.
Requirements
- 10+ years of experience leading Customer Success for a B2B software company
- Proven experience scaling CS from early customers to hundreds of accounts
- A track record managing complex, high-stakes, business-critical relationships
- Strong executive communication skills with customers and internal stakeholders
- Deep ownership mentality
- Player-coach mindset with a passion for developing exceptional teams
- Obsession with customer experience and delivering outcomes
Qualifications
- 10+ years of experience leading Customer Success for a B2B software company.
Nice to Have
- Experience building CS processes in both startup and enterprise environments
- Passion for storytelling, references, and customer community building
- Experience at an early-stage Healthtech company (Series A–C)
- Familiarity with EHR/PM integrations (Epic, Athena, Experity, eClinicalWorks, etc.)
- Knowledge of healthcare data standards (HL7, FHIR, HIPAA)
- Understanding of payer/provider dynamics and patient experience workflows
Skills
* Required skills
Benefits
About Flip
Flip is a fast-growing fintech startup that builds voice AI solutions for various brands, enabling millions of phone calls with their customers every week. They have offices in NYC, LA, and the UK.