Head of Customer Success

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Take personal responsibility for a portfolio of Whippy's key enterprise accounts.

• Lead and nurture a team of Customer Success Managers and Deployment Engineers across the LATAM region.

• Develop Customer Success playbooks, onboarding systems, health metrics, and team standards from the ground up.

• Serve as the escalation point for intricate and high-stakes customer scenarios.

• Conduct Quarterly Business Reviews (QBRs), account assessments, and conversations at the executive level with enterprise clients.

• Collaborate closely with the CEO and CTO on team performance, customer well-being, and product strategy.

• Assist in recruitment and onboarding as the team expands.

• Act as a liaison between our US customer base and the LATAM execution team.

⛳️ Requirements

• A background in engineering or technical implementation is mandatory.

• Prior experience as a Solutions Engineer, Deployment Engineer, Implementation Consultant, or similar role before advancing into Customer Success leadership.

• Direct management experience is essential.

• Practical knowledge of APIs, webhooks, and integrations.

• Demonstrated ownership of intricate enterprise customer relationships from start to finish.

• A builder mentality, having developed playbooks, frameworks, and processes from scratch.

• Excellent communication skills in English, both written and spoken, for daily enterprise Zoom meetings and direct reporting to the CEO.

🏝️ Benefits

• Competitive salary based on experience.

• Performance-based bonuses.

• Equity options.

• WeWork membership.

• Health insurance coverage.

• 401(k) matching program.