Director of Customer Success

At WHOOP, we're on a mission to unlock human performance. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is hiring a Director of Customer Success to scale and lead a team of CSMs supporting all our Enterprise customers. You are a strategic thinker with a bias for action who is equally as comfortable building deep relationships at the leadership level with customers as you are with driving the vision of what tomorrow’s Customer Success program should look like.

RESPONSIBILITIES:

• Own the overall success of the Enterprise customer base and partner with cross-functional teams to achieve our renewals and expansion targets
• Lead and grow a culture of high-performing CSMs with a focus on team and individual development and performance against organizational metrics
• Directly own and execute on a handful of strategic customer accounts 
• Develop our customer delivery models and associated playbooks to drive increased efficiencies internally and customer outcomes externally
• Collaborate cross-functionally with Sales and Operations to deliver accurate, timely forecasting and provide ad-hoc support with strategic sales motions
• Effectively communicate customer learnings to Product teams while being the champion of the customer point of view on roadmap and strategic decisions

QUALIFICATIONS:

• 10+ years of experience people managing, building, and inspiring CS teams
• Loves getting into the weeds and being a hands-on problem solver
• Executive presence, with the ability to engage directly with customer leadership teams and management team
• Proven track record of scaling adoption and mitigating risk across a customer ebase
• High proficiency with Ops and CRM tools, including Salesforce, Looker and Iterable
• An entrepreneurial spirit, thrive in a fast-paced and ambiguous environment and demonstrated ability to adapt and lead a high-growth team
• Passion for fitness, health and technology is a plus
• BS/BA degree, MBA is a plus

Interested in the role, but don’t meet every qualification? We encourage you to still apply! At WHOOP, we believe there is much more to a candidate than what is written on paper, and we value character as much as experience. As we continue to build a diverse and inclusive environment, we encourage anyone who is interested in this role to apply.
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.