Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of a business portfolio from onboarding through to renewal and expansion.

• Act as the primary point of contact and trusted advisor for clients.

• Conduct proactive account meetings with structured calls, defined agendas, mutual success strategies, and follow-up actions.

• Acquire in-depth knowledge of Whippy’s products and clients’ operations to develop workflows, AI agents, and automated solutions.

• Oversee multiple client accounts and projects, prioritizing based on their impact.

• Reach out to clients proactively to address and resolve issues before they escalate.

• Be accountable for both gross and net revenue retention while achieving performance goals.

• Link product utilization to business results and present value using relevant customer metrics.

• Recognize opportunities for expansion and pass warm leads to the sales team.

• Transform customer successes into case studies, references, and testimonials.

• Offer candid strategic advice and advocate for clients within the organization.

• Relay client feedback to the product, sales, and engineering teams.

• Experiment, iterate, and document insights gained.

• Collaborate with a six-member customer success team and report directly to the Head of Customer Success.

⛳️ Requirements

• 2–5 years of experience in a customer-facing position, such as customer success or account management, within a technical SaaS environment.

• Proficient in written and spoken English.

• Available to work Eastern hours, starting at 8am ET.

• Residing in Latin America or the United States.

• Comfortable with technical concepts; coding skills are not mandatory.

• Possess a strategic and commercial outlook, including awareness of pricing and responsibility for retention and growth opportunities.

• Self-motivated, organized, proactive, and composed under pressure.

• Excellent written and verbal communication skills.

• Bonus: experience in the staffing sector or familiarity with TempWorks, Avionte, Aqore/Zenople, Crelate, or Bullhorn.

• Technical background that includes APIs, webhooks, automation workflows, or a degree in a STEM field, as indicated in the application questions.

🏝️ Benefits

• Monthly performance bonuses.

• Variable compensation linked to results.

• Access to support, coaching, tools, and data.

• Opportunities for growth and learning.

• Remote work options.

• Flexible, outcome-oriented work environment.