Customer Project Manager (Remote LATAM or US)

Whippy

10h•Remote

About The Position

Whippy is hiring a customer-facing Customer Project Manager for its Customer Success team. The role owns a book of customers and manages their projects end to end, from onboarding and kickoff through launch, renewal, and expansion. The goal is to help customers achieve measurable business outcomes, grow their use of Whippy, and deliver an exceptional customer experience. The position primarily serves staffing-industry customers. The manager will learn how staffing firms recruit and place talent and how customer data from applicant tracking systems can be used to build workflows. They will become proficient with Whippy’s products and build workflows, AI agents, and automations for customers without waiting on engineering. The role also owns gross and net revenue retention, identifies expansion opportunities, reports customer value through relevant metrics, and shares customer feedback with product, sales, and engineering. The Customer Project Manager joins a six-person Customer Success team and reports directly to the Head of Customer Success. This remote position is open to candidates in Latin America or the United States and requires working Eastern hours, with the workday starting at 8 a.m. ET. Compensation is based on experience and includes monthly performance bonuses.

Requirements

2–5 years of experience managing projects with real deadlines and stakeholders; customer-facing experience is ideal.
Excellent communication skills, including clear written and verbal communication, expectation-setting, and proactive communication with customers and colleagues.
Ability to work quickly, prepare for calls, take initiative, and request needed information rather than wait.
Curiosity, coachability, low ego, and willingness to seek and apply feedback.
Comfort with learning technical tools and building useful solutions; coding is not required.
Strategic and commercial judgment, including the ability to understand usage, growth, pricing awareness, and retention and expansion opportunities, and to own a number.
Strong customer-experience judgment and the ability to provide well-reasoned strategic advice.
Self-direction, organization, initiative, and calm under pressure while managing a book of customers.
Fluent written and spoken English.
Based in Latin America or the United States and able to work Eastern hours; the workday starts at 8 a.m. ET.

Nice To Haves

Software experience.
Experience in construction, engineering, operations, or similar fields is welcomed, particularly for candidates transitioning into software project management.
Experience in the staffing industry.
Experience with TempWorks, Avionte, Aqore/Zenople, Crelate, or Bullhorn.

Responsibilities

Run customer projects end to end, defining scope, plans, timelines, owners, and follow-through until projects are live and delivering results.
Keep customers and internal teams aligned through prepared calls, clear agendas, written recaps, and mutual success plans.
Own the customer relationship from onboarding through renewal and expansion, beyond any individual project.
Master Whippy’s products and build the workflows, AI agents, and automations needed for customer projects without waiting on engineering.
Manage multiple customers and projects simultaneously and prioritize according to impact.
Reach out proactively, ask questions, and address potential problems before they become escalations.
Own gross and net revenue retention and work toward performance targets.
Connect product usage to business outcomes and report value using metrics customers care about.
Identify expansion signals and pass qualified warm leads to sales when customer usage exceeds the contract.
Turn customer wins into case studies, references, and testimonials.
Give customers honest, strategic advice, steering them toward work that will benefit their business.
Advocate for customers by sharing their feedback with product, sales, and engineering.
Experiment with improvements, iterate, and document what is learned.