Whippy

Customer Success Operations Manager

Whippy

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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.

Requirements

  • 4+ years of experience in B2B SaaS Customer Success, Technical Account Management, or similar.
  • Experience owning retention or expansion metrics.
  • Strong operational discipline and comfort enforcing standards across peers.
  • Experience building operational workflows
  • Experience working with integrations, APIs, or technically complex SaaS products.
  • Strong written and verbal English communication skills.
  • Confidence balancing flexibility with architectural integrity.
  • Nice to Have
  • Experience working with staffing, workforce, or ATS platforms.
  • Experience helping build or scale Customer Success processes in a high growth environment.
Benefits
  • Competitive compensation based on experience and location
  • Significant ownership
  • Opportunity to design and scale the Customer Success function
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B SaaSCustomer SuccessTechnical Account Managementretention metricsexpansion metricsoperational workflowsintegrationsAPIs
Soft Skills
operational disciplinecommunication skillsflexibilityarchitectural integrity