Whippy

Customer Success Manager

• Own and enforce structured onboarding, documentation quality, meeting discipline, and success planning standards across all accounts.
• Review calls, provide feedback, and hold CSMs accountable to preparation, follow through, and architectural integrity.
• Personally manage a small portfolio of high impact accounts, ensuring strong retention, clear success metrics, and expansion awareness.
• Create visibility into onboarding timelines, account health, risk signals, and expansion opportunities.
• Partner with Product and Engineering to surface patterns and ensure scalable, durable solution design.

Customer Success Operations Manager

• Own Net Revenue Retention
• Implement structured health scoring, renewal forecasting, and risk identification systems.
• Build frameworks that surface expansion signals early and reduce churn before it materializes.
• Define what “healthy account ownership” looks like across the team.
• Design and standardize onboarding frameworks and implementation workflows.
• Define solutioning guardrails to ensure AI agent configurations and automations are scalable and not fragile.
• Codify best practices for embedding Whippy into ATS and CRM environments.
• Ensure implementation quality holds up at scale across enterprise staffing customers.
• Identify where processes are breaking and redesign them.
• Manage and develop Customer Success Managers responsible for ongoing customer relationships.
• Set clear standards for account ownership, documentation quality, follow-through, and judgment.
• Review calls and provide direct feedback on execution quality and pushback discipline.
• Coach CSMs to balance flexibility with architectural integrity.
• Hold the team accountable to retention and expansion outcomes.
• Personally own a small portfolio of high-impact, complex accounts.
• Protect long-term solution design, guide renewal strategy, and ensure scalable implementation standards.
• Serve as the senior escalation point when architectural judgment or executive presence is required.
• Resolve escalations with structural fixes rather than short-term patches.
• Partner closely with Product and Engineering to surface patterns across customers.
• Translate customer complexity into structured feedback that informs product decisions.
• Build a Customer Success organization that operates independently from founder oversight.

Customer Success Operations Manager

Head of Customer Success