About The Position
Whippy is hiring an Enterprise Implementation Manager to lead onboarding and implementation for a focused book of its largest and most complex customer accounts, primarily in the staffing industry. The role covers the customer journey from kickoff through ATS integration, configuration, training, launch, renewal, and expansion. The manager is expected to help customers achieve measurable outcomes quickly, build additional workflows, AI agents, and automations, and serve as their ongoing trusted advisor and single point of contact. The role combines technical product expertise, strategic customer advice, and commercial ownership. The manager will lead multi-stakeholder relationships across customer executives, recruiters, and operations teams; connect product usage to business outcomes; own gross and net revenue retention; identify expansion opportunities; and communicate customer needs to product, sales, and engineering. The position is part of a six-person customer success team and reports directly to the Head of Customer Success. Whippy describes its Customer Success team as a high-performance, outcome-oriented environment that values clear communication, initiative, experimentation, customer advocacy, and commercial results. Team members build in the product without engineering, use AI while verifying their work, and are encouraged to share ideas and learn from experiments. This is a remote role open to candidates in Latin America or the United States, with work hours aligned to Eastern time starting at 8:00 a.m. ET. Compensation is competitive based on experience and includes monthly performance bonuses.
Requirements
- At least 5 years of experience in implementation, onboarding, or professional services for a technical SaaS product.
- Experience leading complex rollouts for large, multi-location customers.
- Fluent written and spoken English.
- Based in Latin America or the United States and able to work Eastern hours, starting at 8:00 a.m. ET.
- Communicates clearly in writing and on calls, sets expectations, and proactively keeps customers and colleagues informed.
- Works quickly and proactively, prepares for calls, and asks for needed information rather than waiting.
- Is curious, coachable, receptive to feedback, and willing to investigate the reasons behind customer requests.
- Is comfortable learning technical products and building useful solutions with them; coding is not required.
- Has strategic and commercial judgment, can own revenue-related outcomes, and is comfortable with upgrade conversations.
- Takes initiative, stays organized, and manages an account book independently.
- Can remain calm under pressure.
Nice To Haves
- Experience in the staffing industry.
- Experience with TempWorks, Avionte, Aqore/Zenople, Crelate, or Bullhorn.
Responsibilities
- Lead end-to-end customer onboarding and implementation, including kickoff, ATS integration, configuration, training, and launch.
- Help customers achieve their first measurable outcome quickly, then develop additional workflows, AI agents, and automations to increase results.
- Remain the customer's single point of contact and trusted advisor after launch, using prepared calls, clear agendas, and mutual success plans through renewal and expansion.
- Manage multi-stakeholder relationships at large customers across executives, recruiters, and operations teams, supported by account plans.
- Contact customers proactively, ask questions rather than make assumptions, and address issues 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 warm leads to sales when customer usage exceeds the contract.
- Turn customer successes into case studies, references, and testimonials.
- Give customers candid advice, guiding them toward work that will advance their business outcomes.
- Advocate for customers by sharing feedback with product, sales, and engineering.
- Experiment with improvements, implement ideas, and document what is learned.
Benefits
- Competitive compensation based on experience.
- Monthly performance bonuses.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
