Customer Success Manager (Remote LATAM or US)

Whippy

10h•Remote

About The Position

Whippy is hiring an entrepreneurial Customer Success Manager to own a dedicated book of customers end to end, from onboarding and implementation through renewals and expansion. The role focuses mainly on customers in the staffing industry and is based remotely in Latin America or the United States, with work aligned to Eastern hours beginning at 8 a.m. ET. The Customer Success Manager serves as the single point of contact and trusted advisor, helping customers achieve measurable outcomes with Whippy’s communication, automation, and AI agent platform. The role combines technical product expertise, strategic customer advising, and commercial ownership. The Customer Success Manager learns customers’ businesses and workflows, builds solutions using Whippy products, ties product usage to business outcomes, and identifies retention risks and expansion opportunities. The position is part of a six-person customer success team and reports directly to the Head of Customer Success. Whippy describes the environment as an early-stage, fast-moving startup where team members are encouraged to experiment, share feedback, and help build the customer success program. Compensation is competitive based on experience and includes monthly performance bonuses.

Requirements

2–5 years of experience in a customer-facing role such as customer success or account management at a technical SaaS product, or an unconventional background that can be explained as relevant to the role.
Fluent written and spoken English.
Based in Latin America or the United States and able to work Eastern hours, with the workday starting at 8 a.m. ET.
Strong communication skills, including clear writing and calls, setting expectations, and proactive communication with customers and colleagues.
Ability to learn quickly, ask for needed information, prepare for customer calls, and act proactively.
Curiosity, coachability, low ego, and willingness to seek and apply feedback.
Comfort with technical products and interest in learning how tools work and building useful solutions; coding is not required.
Strategic and commercial judgment, including comfort owning revenue outcomes and participating in upgrade conversations.
Ability to take initiative, stay organized, independently manage a book of business, and remain calm under pressure.
Customer-focused, consultative problem-solving and the ability to understand the reason behind customer requests.
Ability to manage multiple customers and projects and prioritize by impact.

Nice To Haves

Experience in the staffing industry.
Experience with TempWorks, Avionte, Aqore/Zenople, Crelate, or Bullhorn.

Responsibilities

Own a book of business from onboarding through renewal and expansion, serving as the single point of contact and trusted advisor.
Maintain a proactive account cadence with prepared calls, clear agendas, mutual success plans, and follow-through.
Master Whippy’s products and customers’ businesses, and build workflows, AI agents, and automations that address customer problems.
Manage multiple customers and projects while prioritizing based on impact.
Reach out proactively, ask questions, and address potential problems before they become escalations.
Own gross and net revenue retention and work toward retention targets.
Connect product usage to business outcomes and report value using metrics that matter to customers.
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 candid, strategic guidance, directing them toward work that will benefit their business.
Advocate for customers by sharing feedback with product, sales, and engineering.
Experiment with ways to improve work and document lessons learned.