Director, Customer Success

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.

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

• Passion for Our Mission: You Live and Breathe the Needs of Our Sellers and Communities and Work Relentlessly to Improve Their Experience on Whatnot
• Deep Experience Owning the Early Customer Lifecycle and High-Value Customer Relationships to Identify, Manage, and Deliver Strong Growth and Retention
• 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

Skills

• Strong Analytical and Operational Instincts
• Strong Cross-Functional Leadership
• 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 for Wellness
• Annual Allowance towards Childcare
• Lifetime Benefit for Family Planning, Such as Adoption or Fertility Expenses
• Retirement; 401k Offering for Traditional and Roth Accounts in the US (Employer Match up to 4% of Base Salary) and Pension Plans Internationally
• Monthly Allowance to Dogfood the App

Pay

$234K - $330K

Schedule

Remote Co-located Team