TITLE: Implementation Manager

REPORTING TO: Head of Customer Success - Healthcare

LOCATION: Marina del Rey, CA - OR - Brooklyn (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'll partner closely with Customer Success, Product, Engineering, and customers to ensure every implementation is technically sound, launches successfully, and continues to perform after go-live.

Own Technical Implementations

• Lead technical onboarding from post-sale through production launch
• Configure integrations, workflows, call routing, IVRs, telephony, and healthcare technology platforms
• Translate customer requirements into scalable technical solutions
• Manage implementation testing, QA, and go-live readiness
• Own technical handoffs from Sales through Customer Success to ensure nothing is lost during implementation
• Build documentation, implementation guides, and repeatable playbooks that improve future deployments

Provide Technical Customer Support

• Serve as the primary technical resource for post-launch issues and escalations
• Troubleshoot integrations, routing logic, platform behavior, and configuration challenges
• Partner with Engineering by providing detailed technical context on complex issues
• Identify recurring technical patterns and drive long-term product improvements
• Maintain an internal knowledge base of solutions, best practices, and known issues

Become a Trusted Technical Advisor

• As your product expertise grows, you'll occasionally support late-stage sales conversations by helping customers understand integration architecture, implementation approach, and technical capabilities

What We're Looking For

We're looking for someone who enjoys solving technical problems while working directly with customers. You're equally comfortable configuring integrations, troubleshooting production issues, and explaining technical concepts to both IT teams and non-technical stakeholders.

• 3–7+ years in Technical Implementation, Solutions Engineering, Technical Support, or a similar customer-facing technical role
• Hands-on experience configuring integrations, APIs, webhooks, data mappings, or enterprise software implementations
• Experience owning projects from technical discovery through production launch
• Strong troubleshooting skills with the ability to isolate and resolve complex technical issues
• Excellent written documentation and communication skills
• A builder's mindset—you enjoy creating scalable processes rather than simply following them

• Bonus: Healthcare technology platforms (Athena, eClinicalWorks, Experity, Solv, Clockwise, or similar)
• Bonus: Telephony or CCaaS platforms (Five9, Genesys, Talkdesk, NICE, VoIP)

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
• In office 5 days/week

#flippinlegend