[Hiring] Customer Success Operations Manager @Whippy

Role Description

Whippy is hiring a Customer Success Operations Manager to bring structure, accountability, and execution discipline to our Customer Success team.

• This is a player coach role.
• You will enforce onboarding and account management standards across the team while personally owning a small portfolio of strategic accounts.
• You will help design and maintain the operating system that ensures scalable solutioning, strong retention, and consistent customer execution.

Core Responsibilities

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

Qualifications

• 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.

Compensation

Competitive compensation based on experience and location. This role offers significant ownership and the opportunity to design and scale the Customer Success function in a high growth AI company. You will have direct influence on how systems, standards, and execution evolve as we scale.