Customer Success Associate
At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives. The Account Management function lives within our Enterprise team and works to support accounts that have invested in WHOOP through Enterprise sales.
As a Customer Success Associate (CSA), you'll support a mix of large and small accounts, as well as roll your sleeves up and help with the day to day tasks and education for our Enterprise accounts. Through your work supporting our Customer Success Managers, you will identify opportunities to help our team scale and contribute to one-to-many communication and education opportunities throughout the customer lifecycle. Our customers represent a wide range of industry verticals including corporate, military, government, professional and collegiate sports and as such, this role will need to wear many hats.
The Enterprise motion-- a startup within a startup, is one of WHOOP’s newest groups and therefore this CSA needs to help be an integral piece of the customer success lifecycle that will scale with WHOOP’s tremendous growth.
RESPONSIBILITIES:
- Support a mix of Enterprise, Mid-Market, and SMB Accounts while working collaboratively with both the customer and WHOOP internally to deliver results
- Deliver WHOOP onboarding and coaching sessions to new and existing users, instilling best practices into their daily lives
- Act as the first point of contact for issue resolution coming into the Customer Success team, and act as the liaison between the Enterprise Org and cross-functional teams
- Proactively engage with accounts and anticipate needs and conversations ahead of the customer asking
- Work with the Customer Success Managers and colleagues to drive new process improvements
- Partner with the sales team to drive expansion and account renewal activities
- Support cross-functional teams in all things Salesforce
- Perform account administration and maintenance tasks
- Work collaboratively in a startup environment with a high-performance product, sales, support and marketing teams
QUALIFICATIONS:
- 2+ years experience in account management, customer success, customer onboarding, or customer marketing. Preference for experience in a scaling/hypergrowth environment
- Experience with the WHOOP product and platform highly regarded
- A Renaissance person--someone who can help put customer success in motion through contribution in many forms
- Experience both delivering and experimenting with new processes
- Exceptional hustle & scrappiness- startup experience is a plus
- Comfort working multiple stakeholders and synthesizing ideas from those groups
- Extremely good organizational skills, presentations and ability to parallelize work, all while being persistent
- High customer empathy and emotional intelligence
- Capable of delivering results to customers and working with WHOOP internally to synthesize your findings
- Hunger to work hard, gain skills, and grow professionally
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.