RoleOur Customer Success team is responsible for driving sustainable business growth and fostering deep relationships with our sellers on Whatnot. This role will involve collaborating with some of the most strategic and fastest growing partners in our ecosystem, where you'll be building the foundation for helping early sellers achieve near and long term business success. As an early member of our Customer Success team, you will be instrumental in helping shape our motion at Whatnot, bridging the gap between sales and post-sales. We are seeking 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.
In this role, you will:
- 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 POVs, 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.
We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our New York City, Los Angeles, or San Francisco hub. YouPeople who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it.
As our next Customer Success Manager, CatEx, 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. You can build trust with sellers, navigate objections, and motivate people to take action.
- Customer instinct. You listen closely, understand what sellers need, and translate that into practical guidance that helps them grow.
- High ownership and resourcefulness. You're willing to go deep, do the unglamorous work, and figure out what's needed to help sellers succeed.
- Speed and adaptability. You can ramp quickly, respond to changing priorities, and deliver immediate impact without waiting for a perfect playbook.
- Strong teammate instincts. You work well across Sales, Category, Product, Operations, and Support to deliver exceptional customer experiences.
- Analytical judgment. You can use data to spot patterns, prioritize sellers, measure progress, and turn insights into clear next steps.
- Comfort holding sellers accountable. You 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. All Whatnauts are expected to use the product as both a buyer and seller.
- AI-forward working habits. You look for ways to use modern tools to move faster, reduce manual work, and improve decision-making.
Bonus signals we look for:
- You've worked with creators, sellers, merchants, brands, or small businesses.
- You've helped customers or partners grow revenue, retention, engagement, or adoption.
- You've built or improved customer success, onboarding, sales, or partnerships playbooks in a startup environment.
- You've worked closely with category, sales, or operations teams to improve the customer experience.
- You've owned 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 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
- All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
- Parental Leave
- 16 weeks of paid parental leave + one month gradual return to work. Company leave allowances run concurrently with country leave requirements which take precedence.
