Strategic Customer Success Manager (Public Sector)

Remote /
Enterprise /
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 Customer Success function lives within our Enterprise team and manages accounts that have invested in WHOOP through Enterprise sales. 

As a Strategic Customer Success Manager (Strategic CSM) for the Public Sector, you'll support a mix of large and medium size accounts across the military and other government agencies. Your role will be focused on onboarding customers and managing engagement to deliver value, drive adoption and support growth throughout the customer lifecycle. Prior experience working with the military and/or other government agencies is preferred.

Responsibilities:

    • Support a mix of strategic military and other government accounts, working collaboratively with both the customer and internal WHOOP teams to drive customer value, adoption and growth
    • Build lasting relationships with customer stakeholders to understand success measures and instill understanding of WHOOP’s value
    • Develop and deliver high quality customer presentations, including onboarding, educational, and coaching sessions for new and existing government users
    • Assess large amounts of customer data to produce actionable analysis and develop strategic plans for ongoing engagement 
    • Serve as a liaison between our government customers and internal team members, quickly resolving any issues and gathering and documenting customer feedback and product enhancement requests
    • Work with peer CSM and Sales Ops team members to drive new systems or process improvements
    • Partner with the Sales team to drive expansion and account renewals
    • Perform account administration and maintenance tasks inside Salesforce and proprietary systems

Qualifications:

    • 4+ years customer success/account management or relevant experience, including onboarding customers to new products
    • Direct program/project management, consulting, or other related customer delivery experience with the military/government preferred
    • Excellent analytical, problem solving, interpersonal, and oral/written communication skills; adept at delivering high quality presentations to large audiences with confidence
    • Exceptionally organized and detail oriented
    • Proven track record of scaling product adoption and identifying/reducing risks across a group of customers
    • Understanding of the Department of Defense/Federal agency structure
    • Moderate knowledge and understanding of government contract and procurement systems 
    • High proficiency with tools such as Salesforce, Zendesk, and Looker (or equivalents)
    • Entrepreneurial spirit and thrive in a fast-paced and ambiguous environment
    • Ability to travel up to 20% of the time

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