whippy - Head of Customer Success
Requirements
• Engineering or technical implementation background, this is required not preferred. Previous role as a Solutions Engineer, Deployment Engineer, Implementation Consultant, or similar before moving into CS leadership • Direct management experience, you have hired, coached, given feedback, and handled underperformance • Hands-on understanding of APIs, webhooks, and integrations from real experience, not just conceptual awareness • Proven ownership of complex enterprise customer relationships end to end • Builder mentality, you have created playbooks, frameworks, and processes from a blank page not just followed them • Strong English communication, written and spoken, for daily enterprise Zoom calls and direct CEO reporting • Open globally. LATAM candidates based in Buenos Aires or Mexico City are strongly preferred. US-based candidates will be considered for the right profile. EST or CST hours required. Full English fluency required.
Responsibilities
• Personally own a portfolio of Whippy's most strategically important enterprise accounts • Manage and develop a team of CSMs and Deployment Engineers across LATAM • Build CS playbooks, onboarding frameworks, health scoring, and team standards from scratch • Act as the escalation point for complex and high-stakes customer situations • Run QBRs, account reviews, and executive-level conversations with enterprise customers • Partner directly with the CEO and CTO on team performance, customer health, and product direction • Support hiring and onboarding as the team scales • Be the bridge between our US customer base and our LATAM execution team
Benefits
• Competitive compensation based on experience, including performance bonus, equity, WeWork membership, and more.
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