Enterprise Customer Success Manager

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

📋 Description

• Take ownership of a portfolio of enterprise clients from onboarding to renewal and growth.

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

• Conduct proactive account management sessions with structured calls, agendas, mutual success plans, and follow-up actions.

• Become proficient in Whippy’s communication, automation, and AI agent offerings, creating customer workflows, AI agents, and automations.

• Cultivate relationships with executives, recruiters, and operations teams.

• Responsible for achieving gross and net revenue retention targets.

• Link product usage to customer business outcomes and present value through pertinent metrics.

• Recognize expansion opportunities and deliver qualified leads to the sales team.

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

• Provide customers with insightful solutions and guide them away from low-value tasks.

• Represent customer interests with product, sales, and engineering teams.

• Experiment, refine processes, and document insights gained.

• Report directly to the Head of Customer Success and collaborate with a team of six customer success professionals.

⛳️ Requirements

• Over 5 years of experience in customer success or account management within a technical SaaS environment.

• Proven track record of managing large accounts involving multiple stakeholders and substantial revenue responsibilities.

• Proficient in both written and spoken English.

• Availability to work Eastern hours, beginning at 8am ET.

• Comfortable with learning and configuring technical products, workflows, AI agents, and automations.

• Strategic and commercially minded, with an understanding of pricing strategies and retention and expansion management.

• Exceptional written and verbal communication skills.

• Proactive, self-motivated, well-organized, and able to maintain composure under pressure.

• Experience in the staffing industry or familiarity with TempWorks, Avionte, Aqore/Zenople, Crelate, or Bullhorn is advantageous.

• A STEM degree or relevant experience working directly with APIs or webhooks, as specified in the application form.

🏝️ Benefits

• Variable compensation along with monthly performance bonuses.

• Guidance and support from the Head of Customer Success.

• Access to tools and data to enhance performance.

• Opportunities for growth and learning.

• High levels of autonomy in an entrepreneurial setting.

• Professional development through experimentation, feedback, and coaching.

• Flexible remote work arrangements.