Customer Success Manager
About the role
The Customer Success team at Whatnot is dedicated to driving sustainable business growth and fostering deep relationships with our sellers. This role involves collaborating with strategic and fast-growing partners to build the foundation for early sellers' success. As an early member of the team, you will play a crucial role in shaping our approach and bridging the gap between sales and post-sales.
Responsibilities
- Develop and nurture early seller relationships and serve as their trusted advisor and business consultant.
- Deeply understand sellers' business and goals, navigate objections, build trust quickly, and provide personalized coaching to help Whatnot sellers achieve high growth goals and find long-term success on Whatnot.
- Manage a pipeline of high-growth sellers and develop a strategy for sustainable adoption, growth, and retention.
- Grow seller business through clear, data-driven perspectives and recommendations that align with overall business and company goals.
- Partner with cross-functional teams across the organization to share insights and learnings from our sellers.
- Advocate for our sellers and their needs, clearly articulating business and revenue impact and needs to unlock growth.
- Use quantitative and qualitative data to find growth opportunities, diagnose seller issues, and make actionable recommendations that improve seller outcomes and team efficiency.
- Test new tactics, playbooks, and strategies that unlock step-change growth for sellers and help the Customer Success and Category teams learn faster.
Requirements
We are looking for a scrappy customer success manager who is a self-starter, thrives in ambiguity, and is passionate about sellers, people, and shaping the future of e-commerce. You should have experience in a customer-facing or revenue-driving role where trust, urgency, and follow-through mattered. You should have strong selling and relationship-building skills, customer instinct, strong teammate instincts, analytical judgment, and genuine curiosity about Whatnot's product, categories, and seller communities.
Qualifications
- Experience in a customer-facing or revenue-driving role.
- Strong selling and relationship-building skills.
- Customer instinct: listens closely, understands what sellers need, and translates that into practical guidance.
- High ownership and resourcefulness: willing to go deep, do the unglamorous work, and figure out what's needed to help sellers succeed.
- Speed and adaptability: can ramp quickly, respond to changing priorities, and deliver immediate impact without waiting for a perfect playbook.
- Strong teammate instincts: works well across Sales, Category, Product, Operations, and Support to deliver exceptional customer experiences.
- Analytical judgment: uses data to spot patterns, prioritize sellers, measure progress, and turn insights into clear next steps.
- Comfort holding sellers accountable: can be direct, helpful, and clear when a seller needs to change behavior, follow through on commitments, or focus on higher-impact actions.
- Genuine curiosity about Whatnot's product, categories, and seller communities.
Skills
- Experience working with creators, sellers, merchants, brands, or small businesses.
- Experience helping customers or partners grow revenue, retention, engagement, or adoption.
- Experience building or improving customer success, onboarding, sales, or partnerships playbooks in a startup environment.
- Experience working closely with category, sales, or operations teams to improve the customer experience.
- Experience owning a book of business, seller cohort, or partner portfolio with measurable growth goals.
Benefits
- Generous Holiday and Time off Policy
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly allowance for cell phone and internet
- Care benefits
- Monthly allowance to dogfood the app
- Compensation Range: $113K - $155K