Implementation Manager (Remote LATAM or US)

Whippy

10h•Remote

About The Position

Whippy is hiring an Implementation Manager to lead customers from onboarding through renewal and expansion. The role owns a book of customers end to end, with a focus on getting customers live, delivering measurable outcomes quickly, and helping them grow their use of Whippy. The position primarily serves staffing-industry customers whose data is integrated from applicant tracking systems (ATSs), including TempWorks, Avionte, Aqore/Zenople, Crelate, and Bullhorn. The Implementation Manager partners with customers to understand their goals and pain points, configure solutions, build workflows, AI agents, and automations, and tie product usage to business outcomes. After launch, the role remains the customer's single point of contact and trusted advisor, maintaining a proactive cadence through renewal and expansion. The position also owns gross and net revenue retention, identifies expansion opportunities, and shares customer feedback with product, sales, and engineering. This is a remote role open to candidates based in Latin America or the United States. The workday starts at 8 a.m. Eastern Time, and the role requires working Eastern hours. The Implementation Manager joins a six-person customer success team and reports directly to the Head of Customer Success. Compensation is competitive based on experience and includes monthly performance bonuses.

Requirements

2–5 years of experience in implementation, onboarding, or professional services for a technical SaaS product, or an unconventional background that can be shown to prepare the candidate for the role.
Fluent written and spoken English.
Based in Latin America or the United States and able to work Eastern hours; the workday starts at 8 a.m. ET.
Excellent communication skills, including clear writing and calls, proactive updates, and expectation-setting.
Technical curiosity and comfort learning how tools work and building useful solutions; coding is not required.
Strategic and commercial judgment, including comfort owning retention outcomes and participating in upgrade conversations.
Self-directed, organized, proactive, coachable, curious, and calm under pressure.
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.
Entrepreneurial approach and interest in building customer success programs in a fast-evolving startup.

Responsibilities

Lead customer onboarding and implementation end to end, including kickoff, ATS integration, configuration, training, and launch.
Help customers achieve their first measurable outcome quickly, then build additional workflows, AI agents, and automations to grow 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 multiple customers and projects simultaneously, prioritizing based on impact.
Proactively contact customers, ask questions, and address potential problems before they become escalations.
Own gross and net revenue retention and work toward exceeding 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 to support sales.
Give customers candid, strategic advice, steering them toward work that will advance their business outcomes.
Advocate for customers by sharing their feedback with product, sales, and engineering.
Experiment with improved ways of working and document learnings.
Communicate clearly and proactively with customers, the team, and the Head of Customer Success; set expectations and keep stakeholders informed.
Stay organized and manage the customer book and calendar independently.
Build in the product without engineering support, verify work, and use AI responsibly.