RoleAs 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. You'll 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.
In this role, you will:
- Define our strategy: Shape the early lifecycle strategy for sellers across onboarding, adoption, retention, expansion, and health management and translate it into a clear and actionable plans that delivers a seamless seller experience and drives outsized business growth
- Lead and develop your team: Directly manage and develop a high-performing Customer Success team by establishing clear goals and KPIs, coaching and investing in career growth, and creating clear ownership for outcomes. Define team hiring plans and build a strong team culture
- Drive outsized impact: 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.
- Be the voice of our sellers: 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
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, San Francisco, or Los Angeles 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 Director of Customer Success, you should have 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, plus:
- A 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
- 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.
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.
