Customer Success Manager

Whatnot•Los Angeles, CA

30d•$113,000 - $155,000•Hybrid

About The Position

Whatnot is the largest livestream shopping platform in North America and Europe. As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact. We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. The Customer Success team is responsible for driving sustainable business growth and fostering deep relationships with our sellers on Whatnot. This role will involve collaborating with some of the most strategic and fastest growing partners in our ecosystem, where you'll be building the foundation for helping early sellers achieve near and long term business success. As an early member of our Customer Success team, you will be instrumental in helping shape our motion at Whatnot, bridging the gap between sales and post-sales. We are seeking a scrappy customer success manager who is a self-starter, thrives in ambiguity, and is passionate about sellers, people, and shaping the future of e-commerce.

Requirements

Experience in a customer-facing or revenue-driving role where trust, urgency, and follow-through mattered.
Strong selling and relationship-building skills. You can build trust with sellers, navigate objections, and motivate people to take action.
Customer instinct. You listen closely, understand what sellers need, and translate that into practical guidance that helps them grow.
High ownership and resourcefulness. You’re willing to go deep, do the unglamorous work, and figure out what’s needed to help sellers succeed.
Speed and adaptability. You can ramp quickly, respond to changing priorities, and deliver immediate impact without waiting for a perfect playbook.
Strong teammate instincts. You work well across Sales, Category, Product, Operations, and Support to deliver exceptional customer experiences.
Analytical judgment. You can use data to spot patterns, prioritize sellers, measure progress, and turn insights into clear next steps.
Comfort holding sellers accountable. You can be direct, helpful, and clear when a seller needs to change behavior, follow through on commitments, or focus on higher-impact actions.
Genuine curiosity about Whatnot’s product, categories, and seller communities.
AI-forward working habits. You look for ways to use modern tools to move faster, reduce manual work, and improve decision-making.

Nice To Haves

You’ve worked with creators, sellers, merchants, brands, or small businesses.
You’ve helped customers or partners grow revenue, retention, engagement, or adoption.
You’ve built or improved customer success, onboarding, sales, or partnerships playbooks in a startup environment.
You’ve worked closely with category, sales, or operations teams to improve the customer experience.
You’ve owned a book of business, seller cohort, or partner portfolio with measurable growth goals.

Responsibilities

Develop and nurture early seller relationships and serve as their trusted advisor and business consultant.
Deeply understand sellers' business and goals, navigate objections, build trust quickly, and provide personalized coaching to help Whatnot sellers achieve high growth goals and find long-term success on Whatnot.
Manage a pipeline of high growth sellers and develop a strategy for sustainable adoption, growth and retention.
Grow seller business through clear, data-driven POVs, and recommendations that align with overall business and company goals.
Partner with cross-functional teams across the organization to share insights and learnings from our sellers.
Advocate for our sellers and their needs, clearly articulating business and revenue impact and needs to unlock growth.
Use quantitative and qualitative data to find growth opportunities, diagnose seller issues, and make actionable recommendations that improve seller outcomes and team efficiency.
Test new tactics, playbooks, and strategies that unlock step-change growth for sellers and help the Customer Success and Category teams learn faster.
All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job.

Benefits

Generous Holiday and Time off Policy
Health Insurance options including Medical, Dental, Vision
Work From Home Support
Home office setup allowance
Monthly allowance for cell phone and internet
Care benefits
Monthly allowance for wellness
Annual allowance towards Childcare
Lifetime benefit for family planning, such as adoption or fertility expenses
Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
Monthly allowance to dogfood the app
16 weeks of paid parental leave + one month gradual return to work.