Enterprise Customer Success Manager (Remote LATAM or US)

Whippy

10h•Remote

About The Position

Whippy is hiring an entrepreneurial Enterprise Customer Success Manager to retain and grow a dedicated book of enterprise customers, primarily in the staffing industry. The role owns a focused portfolio of large, complex accounts, serving as the single point of contact and trusted advisor from onboarding and implementation through renewal and expansion. Customers may involve executives, recruiters, and operations teams across multiple branches, and individual accounts may represent six figures in annual recurring revenue. The manager will help customers achieve measurable business outcomes with Whippy's communication, automation, and AI agent products. This involves becoming proficient with the platform, understanding customers' businesses and data flows, and building workflows, AI agents, and automations that address their needs. The role is expected to connect product usage to customer outcomes, manage retention and expansion opportunities, and advocate for customer needs across product, sales, and engineering. The position is remote and open to candidates in Latin America or the United States. The workday starts at 8 a.m. Eastern Time, and the employee must work Eastern hours. The role reports directly to the Head of Customer Success and joins a six-person customer success team. Compensation is based on experience and includes monthly performance bonuses.

Requirements

At least 5 years of experience in customer success or account management at a technical SaaS product.
Experience owning large accounts with multiple stakeholders and significant revenue at stake.
Fluent written and spoken English.
Ability to work Eastern hours; the workday starts at 8 a.m. ET.
Strong communication skills, including clear writing and calls, proactive communication, and setting expectations.
Proactive, prepared, fast at processing information, and willing to ask for what is needed.
Curious, coachable, low-ego, and receptive to feedback.
Comfort with technical products and an interest in understanding how tools work and building useful solutions; coding is not required.
Strategic and commercially minded, able to own a number and handle upgrade conversations.
Self-directed, organized, calm under pressure, and able to manage a book of business independently.
Based in Latin America or the United States.

Nice To Haves

Experience in the staffing industry.
Experience with TempWorks, Avionte, Aqore/Zenople, Crelate, or Bullhorn.
An unconventional career path that can be explained as relevant to success in the role.

Responsibilities

Own a book of business end to end, from onboarding through renewal and expansion, as the single point of contact and trusted advisor.
Maintain a proactive cadence for each account 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 solve customer problems.
Manage relationships with multiple stakeholders at large customers, including executives, recruiters, and operations teams, using appropriate account plans.
Proactively contact customers, identify issues early, and prevent problems from becoming escalations.
Own gross and net revenue retention and work toward exceeding 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 outgrows the contract.
Turn customer successes into case studies, references, and testimonials to support sales.
Provide candid, strategic advice, including steering customers away from work that will not advance their business.
Advocate for customers and share their feedback with product, sales, and engineering.
Experiment with better ways of working and document what is learned.