Director of Customer Success - Healthcare

About This Role

Lead and scale the customer success organization for a B2B software company in the healthcare industry, ensuring strategic customers achieve significant business outcomes and ROI from Flip's platform.

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 and unpack customer problems to uncover root causes
• Translate customer needs into actionable feedback that shapes product strategy and roadmap
• Initially operate as a senior IC for ~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