Senior Customer Success Manager (Business) at WHOOP

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At WHOOP, we're on a mission to unlock human performance. WHOOP empowers members to perform at a higher level through a deeper 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 a Senior Customer Success Manager (Senior CSM), you'll support a mix of large and medium size enterprise wellness accounts. Your role will be focused on leading a team in working with key stakeholders and their staff. You will contribute to managing these customers through onboarding, education opportunities, and ongoing engagement to deliver value, drive adoption and support growth throughout the customer lifecycle. 

RESPONSIBILITIES:

  • Support a mix of strategic accounts, working collaboratively with both the customer and internal WHOOP teams to drive customer value, adoption and growth
  • Build lasting relationships with customer stakeholders to understand success measures and instill understanding of WHOOP’s value
  • Develop and deliver high quality customer presentations, including onboarding, educational, and coaching sessions for new and existing users
  • Assess large amounts of customer data to produce actionable insights and develop strategic plans for ongoing engagement 
  • Serve as a liaison between our customers and internal team members, quickly resolving any issues and gathering and documenting customer feedback and product enhancement requests
  • Work with CSM peers, direct reports, and Sales Ops team members to drive new systems and process improvements
  • Partner with the Sales team to drive expansion and account renewals
  • Perform account administration and maintenance tasks inside Salesforce and proprietary systems

QUALIFICATIONS:

  • 5+ years SaaS customer success/account management or relevant experience, including onboarding customers to new products
  • Direct program/project management, consulting, or other related experience implementing and scaling within complex organizations preferred
  • Excellent analytical, problem solving, interpersonal, organization, and oral/written communication skills
  • Demonstrated experience in successfully managing the work of other team members
  • Experience in creating and delivering on new processes, educational materials, and high quality presentations; be adept at presenting to large audiences with confidence
  • Strong cross-functional presence, being an internal advocate for customer views/needs
  • Proven track record of scaling product adoption and identifying/reducing risks across a group of customers
  • High proficiency with tools such as Salesforce, Zendesk, and Looker (or equivalents)
  • Entrepreneurial spirit and thrive 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.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • TensorFlowFrameworks
    • DropwizardFrameworks
    • Room DBFrameworks
    • GuiceFrameworks
    • Core DataFrameworks
    • Core AnimationFrameworks
    • GameKitFrameworks
    • Grand Central DispatchFrameworks
    • KoinFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • S3Databases
    • KafkaDatabases

An Insider's view of WHOOP

What projects are you most excited about?

I’m most excited about projects where I get to help plan photoshoots to highlight new WHOOP features. I love conceptualizing an idea in my head and then bringing it to life via photos, design, and words. It can take lots of time to plan the details, but often it’s those small things that make a campaign feel big and impactful.

Josh Svoboda

Graphic Designer

What does career growth look like on your team?

Successful engineers on my team work at an uncomfortable pace, are excellent at prioritization, and are able to shift gears often. They have a strong skill set and enjoy collaborating on top of being humble, smart and hardworking. Additionally, being passionate about our mission typically leads to a higher degree of success and satisfaction.

Ehlana Gray

Technical Lead

What are WHOOP Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend

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