Customer Success Manager, Government and Defense

Whoop•Boston, MA

10d•Onsite

About The Position

WHOOP is seeking a Customer Success Manager to oversee the post-sale execution and ongoing management of Government & Defense (G&D) programs. The role manages customer onboarding, program launches, adoption, and day-to-day account coordination, while creating scalable resources and repeatable processes for a consistent customer experience as the G&D business grows. The position primarily supports Government & Defense clients and also partners with select corporate healthcare clients. The Customer Success Manager is the day-to-day partner for assigned customers, coordinating with internal teams to launch programs successfully, provide ongoing support, and improve post-sale operations. The position is based in WHOOP’s Boston, Massachusetts office, and the successful candidate must be prepared to relocate if necessary. The role includes occasional early-morning meetings from 7:00–9:00 AM Eastern Time to work with clients in the Middle East.

Requirements

Experience managing customer programs, onboarding, implementation, customer success, account operations, or similar post-sale responsibilities.
Strong program management and organizational skills, including the ability to track multiple customer programs, milestones, dependencies, launches, and action items simultaneously.
Strong written and verbal communication skills, including the ability to provide clear customer updates, training, guidance, and next steps.
Ability to develop repeatable processes, documentation, enablement materials, training materials, or other resources that improve customer experience and operational scalability.
Ability to independently manage tactical customer relationships, onboarding, program launches, routine communications, troubleshooting, and ongoing program execution.
Ability to coordinate effectively across cross-functional teams, manage follow-ups, and drive internal and external deliverables to completion.
Ability to identify customer risks, adoption gaps, recurring issues, and opportunities for improvement and escalate them to appropriate stakeholders.
Commitment to embracing and leveraging AI tools in day-to-day work while ensuring AI-assisted work meets the same quality standards as personal contributions.
Must be prepared to work from WHOOP’s Boston, Massachusetts office and relocate if necessary.

Responsibilities

Serve as the day-to-day point of contact for assigned Government & Defense accounts from sales handoff through onboarding, launch, adoption, and ongoing program execution.
Own customer onboarding and program launch activities, including kickoff preparation, onboarding plans, program setup, participant enrollment, administrator training, launch timelines, and participant and account administration.
Track program milestones, deliverables, dependencies, onboarding progress, participant activation, adoption, and account health, and proactively follow up with customers and participant groups needing support.
Create and maintain scalable post-sale resources, including onboarding materials, administrator and participant guides, FAQs, troubleshooting resources, customer communication templates, launch checklists, implementation plans, and training materials.
Identify recurring customer needs and opportunities to standardize or improve post-sale resources as products and processes evolve.
Troubleshoot common customer and participant issues, coordinate escalations through resolution, and share customer feedback, risks, blockers, recurring product or platform questions, and operational trends with relevant stakeholders.
Maintain accurate account information, program trackers, documentation, customer activity, and account health reporting; identify opportunities to standardize repetitive workflows.
Coordinate across Sales, Operations, Support, Product, and other teams to ensure clear ownership, communication, and follow-through on internal and customer deliverables.
Support account reviews and renewals by gathering program information, account health data, and customer feedback.
Drive successful program launches, onboarding, activation, adoption, engagement, and customer satisfaction.
Participate in occasional early-morning meetings (7:00–9:00 AM Eastern Time) to accommodate clients across the Middle East.
Primarily support Government & Defense clients and partner with select corporate healthcare clients to address their needs.