At WHOOP, we’re on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deep understanding of their bodies and daily lives. The Customer Success function lives within our Enterprise team and manages accounts that have invested in WHOOP through Enterprise sales.
As the Director of Customer Success, Commercial Business, you’ll set and oversee the strategic direction of our customer success delivery across our Business, Athletics, and Healthcare verticals. You will coach and mentor our vertical leads in driving successful renewals and expansion opportunities while also serving as a senior advisor to customer stakeholders across the commercial business. You are a strategic thinker who is comfortable building deep relationships spanning many unique industries.
RESPONSIBILITIES:
- Set and oversee the strategic plan for the commercially-focused Customer Success organization, driving continuous value and an exceptional experience for our customers.
- Lead a world-class team of CSMs, with a focus on coaching high-performing vertical leads in optimizing customer lifecycle programs and fostering a culture of continuous improvement.
- Drive net revenue retention across the verticals through renewals and expansion opportunities.
- Represent WHOOP as a senior point of contact to guide customers along their maturation journey and internally advocate for their needs.
- Oversee the development and delivery of high quality presentations for strategic customers, including strategic implementation plans and business reviews.
- Oversee the assessment of large amounts of customer data to produce actionable insights.
- Work closely with the Sales Operations, Marketing, and Product teams to strengthen operational and technical components of customer onboarding and adoption processes.
- Collaborate cross-functionally in creating analytics and reporting, including retention/expansion forecasting, pipeline analysis, quarter/year-end reports, and customer risk and health assessments.
- Effectively communicate customer learnings to Go-To-Market and Product teams while being the champion of the customer point of view on roadmap and strategic decisions.
- Oversee account administration and maintenance tasks inside Salesforce and proprietary systems.
QUALIFICATIONS:
- 8-10+ years progressive leadership experience in SaaS customer success/account management or relevant experience, including onboarding customers to new products.
- Demonstrated ability in managing a team in building and leveraging customer success best practices across a complex customer base.
- Proven experience leading teams in driving successful renewal and expansion sales.
- Direct program/project management, consulting, or other related experience implementing and scaling programs globally within complex organizations preferred.
- Demonstrated experience in optimizing customer delivery programs for new products, including scaling adoption and engagement practices while mitigating risks.
- Executive presence, with the ability to engage directly with senior customer leadership teams and experience in skillfully presenting to large audiences with confidence.
- Excellent analytical, problem solving, interpersonal, organization, and oral/written communication skills.
- Experience in overseeing the creation and delivery of new processes, educational materials, and high quality presentations.
- Strong cross-functional presence, being an internal advocate for customer views/needs.
- High proficiency with tools such as Salesforce and Looker (or equivalents).
- An entrepreneurial spirit who thrives in a fast-paced and ambiguous environment.
- Ability to travel up to 20% of the time.
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.