About the role
Customer Success Operations Manager
Location
Fully remote position based in Latin America with required overlap with U. S. Eastern Time for optimal support of U. S.-based clients.
About Whippy
Whippy is at the forefront of AI-driven business communication, empowering organizations to replace traditional workflows with intelligent AI agents across voice, chat, and messaging platforms. Our close collaboration with enterprise staffing and workforce organizations allows us to seamlessly integrate AI agents and automation into their ATS and CRM systems.
As we expand our reach, the effectiveness of our onboarding, workflow design, and long-term account management will significantly influence customer retention and growth. We are dedicated to establishing a Customer Success function that is methodical, scalable, and focused on sustained performance.
Role Overview
We are seeking a Customer Success Operations Manager to instill structure, accountability, and execution excellence within our Customer Success team. This role is both strategic and hands-on.
You will establish onboarding and account management protocols across the team while personally overseeing a select group of strategic accounts.
Your expertise will help in designing and maintaining the operational framework that promotes scalable solutions, high retention rates, and consistent customer execution.
Core Responsibilities
Process and Execution Standards - Develop and uphold structured onboarding, documentation quality, meeting protocols, and success planning benchmarks for all accounts.
CS Team Oversight - Evaluate client calls, provide constructive feedback, and ensure CSMs adhere to preparation, follow-through, and architectural integrity.
Strategic Account Ownership - Manage a curated portfolio of high-impact accounts, focusing on retention, success metrics, and growth opportunities.
Operational Visibility - Enhance visibility into onboarding schedules, account health, risk indicators, and expansion prospects.
Cross-Functional Alignment - Collaborate with the Product and Engineering teams to identify patterns and ensure the design of scalable, durable solutions.
What We Are Looking For
4+ years of experience in B2B SaaS Customer Success, Technical Account Management, or a related field.
Proven track record in managing retention or expansion metrics.
