Customer Success Manager, Government and Defense

Whoop•Boston, MA

2d•$110,000 - $130,000•Onsite

About The Position

WHOOP is seeking a Customer Success Manager to support the execution and ongoing management of Government & Defense programs after the sale. The role owns tactical customer management, program coordination, onboarding, adoption, and scalable post-sale resources to create a consistent experience across Government & Defense accounts. The Customer Success Manager serves as a day-to-day customer partner and coordinates across internal teams to support successful program launches, customer needs, and repeatable processes as the business scales. The role primarily supports Government & Defense clients and also partners with select corporate healthcare clients. It is based in WHOOP’s Boston, Massachusetts office, and the successful candidate must be prepared to relocate if necessary. The position includes occasional early morning meetings, from 7:00–9:00 AM Eastern Time, to accommodate 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.
Experience developing 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 through 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 tasks while ensuring AI-assisted work meets the same high-quality standards as personal contributions.
Must be prepared to relocate if necessary to work from WHOOP’s Boston, Massachusetts office.

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 execution, 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; proactively follow up with customers and participant groups needing additional support.
Build 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 improve or standardize post-sale resources as products and processes evolve.
Troubleshoot common customer and participant issues, coordinate escalations through resolution, and gather feedback to surface risks, blockers, recurring product or platform questions, and operational trends to internal stakeholders.
Maintain accurate account information, program trackers, documentation, customer activity, and account health reporting; identify opportunities to standardize repetitive workflows and create a consistent post-sale experience.
Coordinate across Sales, Operations, Support, Product, and other teams supporting Government & Defense customers to ensure clear ownership, communication, and follow-through on deliverables.
Support account reviews and renewals by gathering program information, account health data, and customer feedback.
Drive successful outcomes across program launches, onboarding, activation, adoption, engagement, and customer satisfaction.
Collaborate with clients across the Middle East, including occasional early morning meetings from 7:00–9:00 AM Eastern Time.
Primarily support Government & Defense clients while partnering with select corporate healthcare clients to address their needs and drive successful outcomes.