Director, Customer Success

Role

The Role

About the role

The Role As Director of Customer Success, you’ll own the early seller journey and start of post-sales, turning our highest potential sellers into the next top seller on Whatnot. The Customer Success team is responsible for helping high-value sellers grow their new business, adopt best practices, and ultimately retain on Whatnot.

Responsibilities

• Define what great new seller success looks like at scale, lead and develop a high performing cross-functional team, and own the strategic vision for the function and org.
• Identify and drive high-value seller growth opportunities and step-change functional unlocks in cross-functional partnership with Sales, Account Management, Category, Marketing, Product, and Operations.
• Become a credible voice of the seller by turning customer feedback, product usage, and performance data into sharp insights that influence category and company priorities.
• Build and uplevel the function: Develop team culture and operating principles and create scalable processes alongside RevOps that helps the team move fast without losing accountability as the function and business continues to grow.

Requirements

• 10+ Years Of Experience Building And Leading Customer Success, Account Management, Or Seller Growth Teams In a Fast-growing Marketplace, Commerce, SaaS, Or Platform Business
• Proven people leadership with a track record of hiring, developing, and raising the bar for the team while also setting the vision, managing performance, and scaling team structures
• Strong analytical and operational instincts. You can look at customer behavior, business performance, and team activity, then identify what matters most and drive action
• Strong cross-functional leadership. You can collaborate and influence Product, Category, Sales, Account Management, Support, and Analytics without relying on hierarchy or heavyweight process
• Comfort with ambiguity. This function will evolve quickly, and you should be energized by rolling up your sleeves and building what’s needed instead of waiting for a perfect playbook
• Strong AI fluency or curiosity. We expect leaders to use modern tools to remove friction, speed up decisions, and help their teams operate at a higher level

Qualifications

• Deep experience owning the early customer lifecycle and high-value customer relationships to identify, manage, and deliver strong growth and retention
• Passion for our mission: you live and breathe the needs of our sellers and communities and work relentlessly to improve their experience on Whatnot

Skills

• Comfort with ambiguity
• Strong AI fluency or curiosity

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: $234K - $330K