Flip appoints Amy McDonnell and Lee Nadler to C-suite roles

Flip has appointed Amy McDonnell as Chief Customer Officer and Lee Nadler as Chief Marketing Officer following its USD $20 million Series A funding round.

The New York-based voice AI company is expanding across retail, healthcare and transportation. It has processed more than 300 million calls for more than 250 enterprise customers.

McDonnell brings 25 years of experience in customer experience and business process outsourcing. She has held senior roles at TTEC, [24]7.ai, TaskUs, WNS and Convergys, now part of Concentrix, and most recently served as Chief Customer Officer at POSE CX.

She has worked with brands including Target, Amazon, Best Buy, Kohl's, Gap, Chanel, LVMH, UnitedHealthcare, Walgreens and The RealReal. At Flip, she will focus on enterprise growth, customer relationships, and the company's presence in retail and healthcare.

Nadler takes on the role full-time after six months as Flip's Fractional CMO. Earlier in his career, he joined DoubleClick as employee number 17 and founding Head of Marketing, then spent a decade at BMW Group working on launches and the MINI brand.

He also founded Sherpa Marketing in 2002. His industry recognition includes induction into the American Advertising Hall of Achievement, being named by Ad Age as one of the "21 People to Watch in the 21st Century", and serving as board chairman of the Advertising Club of New York.

Platform focus

Flip provides a conversational AI phone platform for customer service calls. Its system handles tasks including order tracking, returns, appointment scheduling and ride dispatch, and integrates with more than 80 platforms, including Shopify, Salesforce, HubSpot and Zendesk.

Rather than offering a general-purpose product, the business focuses on three sectors. Its customers include Under Armour, Tory Burch, Care First Urgent Care and the NFL.

Brian Schiff, Chief Executive Officer and Co-founder of Flip, said the appointments reflect that sector-focused strategy.

"When Sam and I started Flip, we knew that winning in this space would require going deeper than anyone else into the industries, the workflows, and the moments that matter most to customers," said Brian Schiff, Chief Executive Officer and Co-founder, Flip.

"Amy and Lee make that mission unstoppable. Amy has spent her career inside the industries we serve and knows exactly where friction lives and what it takes to earn enterprise trust. Lee has built category-defining brands from the ground up. Together, they're exactly who you want beside you when you're building something that's never existed before," added Schiff.

Growth metrics

Flip said it is growing at three times year on year and has reached eight-figure annual recurring revenue. Customers use the platform to manage millions of calls each month during busy periods such as peak retail trading, flu season and major live events.

That growth has coincided with fresh funding. The Series A round was co-led by Next Coast Ventures and Ridge Ventures, bringing total funding to USD $31 million.

McDonnell said she had followed the company for several years before deciding to join.

"I met Brian and Sam four years ago and knew instantly that we were aligned on something important, the industry needed a smarter, deeper approach, and Flip was building it," said Amy McDonnell, Chief Customer Officer, Flip.

"Watching that conviction turn into 300 million calls processed and a growing roster of clients made joining an easy call. My mandate is direct: make Flip the foundational layer for every major enterprise customer relationship. We are scaling our go-to-market team with a singular focus on capturing market share and deepening our roots within the world's most iconic brands. We are building the capacity to not only meet our customers' needs today, but to anticipate their scale and growth for years to come. At Flip, your growth is our roadmap," added McDonnell.

Market context

"When I started working with Flip I saw something rare, founders with a clear vision, a team that believes in what they are building, and clients who are not just satisfied, they are advocates we proudly call Flippin' Legends," said Lee Nadler, Chief Marketing Officer, Flip.

"I was at DoubleClick when we transformed digital advertising from an experiment into the way every brand went to market in a few short years. AI is doing the same thing for customer experience right now, at an even faster pace, and Flip is the platform that turns that potential into results for innovative brands. Sherpas don't just point at the summit, they guide you there every step of the way. In a market moving this rapidly, that is exactly what Flip does for every client we serve," added Nadler.