Whippy

CSM Team Lead

Whippy

full-time

Posted on:

Location Type: Remote

Location: Anywhere in the World

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Job Level

Senior

About the role

  • Lead Customer Success Managers
  • Manage and develop Customer Success Managers responsible for ongoing customer relationships.
  • Set expectations for account ownership, cadence, documentation, and follow-through.
  • Review account plans, notes, and activity to ensure consistent execution.
  • Coach CSMs on identifying churn risk, expansion signals, and misaligned requests.
  • Help CSMs improve how they push back, frame tradeoffs, and guide customers.
  • Review calls and provide direct feedback on execution quality and decision-making.
  • Ensure success plans, check-in cadences, and documentation are created and maintained.
  • Identify where processes are breaking and fix them.
  • Balance structure with flexibility as customer complexity grows.
  • Join customer calls when needed for escalations, renewals, or strategic reviews.
  • Support complex solutioning conversations without owning day-to-day execution.
  • Ensure escalations are resolved with long-term outcomes in mind.
  • Ensure CSMs are designing scalable workflows and AI agent configurations.
  • Evaluate whether solutions will hold up at scale or create long-term issues.
  • Know when to involve engineering versus adjusting process or configuration.

Requirements

  • Experience managing or mentoring Customer Success Managers.
  • Strong ownership mindset around process, quality, and outcomes.
  • Comfort giving direct feedback and holding teams accountable.
  • Experience overseeing complex or long-term customer relationships.
  • Technical fluency with SaaS platforms, workflows, automations, or integrations.
  • Ability to evaluate solutions without deep engineering expertise.
  • Excellent English communication with U.S. customers.
  • Bias toward proactive execution and long-term retention.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
SaaS platformsworkflowsautomationsintegrations
Soft Skills
leadershipcoachingcommunicationaccountabilityproactive executionproblem-solving