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 Head of Customer Success to scale and lead a team of CSMs supporting Enterprise customers across our healthcare, athletics, government/military, and corporate verticals. You are a strategic thinker who is equally as comfortable building deep relationships at the leadership level with customers spanning multiple unique industries, as you are internally 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 ensure success from a renewals and expansion standpoint
• Lead and grow a culture of high performing CSMs with a focus on team and individual development, organizational metrics, and scorecard results
• Represent WHOOP as our senior point of contact to guide customers along their maturation journey and internally advocate for customer needs
• Facilitate the creation of customer playbooks for each phase of the post-sale lifecycle, ensuring the CSM team is engaging strategically with customers and prioritizing activities which drive adoption, value, and/or customer advocacy
• Collaborate cross-functionally in creating analytics and reporting including expansion/retention forecasting, pipeline analysis, quarter/year-end reports, and customer risk & health assessments
• Work closely with Sales Operations, Marketing, and Product to strengthen operational and technical components of customer onboarding
• Effectively communicate customer learnings to Go-To-Market and Product teams while being the champion of the customer point of view on roadmap and strategic decisions

QUALIFICATIONS:

• 10+ years experience people managing, building, and inspiring customer success teams
• 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 base
• High proficiency with tools such as Salesforce, Zendesk, and Looker (or equivalents)
• An entrepreneurial spirit, thrive in a fast-paced and ambiguous environment and demonstrated ability to adapt and lead a high-growth team
• BS/BA degree, MBA is a plus

WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.