This position is open to Remote, LATAM Residents and ****requires full English Fluency as you will be servicing U.S. Markets. Hours are Eastern Standard Time.

Whippy seeks an experienced Customer Success Team Lead who will not only guide clients to success through custom solutions and insightful consulting on the Whippy platform but also play a pivotal role in shaping and leading the customer success team in Latin America.

⚡ What you'll do

• Lead Customer Success - Oversee the customer success team, ensuring that they are effectively guiding clients using the Whippy platform. Develop and implement strategies for team success and customer satisfaction.
• Improve Processes - Design and refine customer success processes and initiatives, ensuring they align with business objectives and client needs.
• Recruit & Interview - Take a leading role in recruiting and building out the customer success team in LATAM, focusing on talent that aligns with Whippy's culture and objectives.
• Training and Development - Develop and conduct training programs for the team, ensuring they are equipped with the necessary skills and knowledge.
• Mentorship - Conduct regular one-on-one meetings with team members, providing guidance, support, and performance feedback.
• Client Relationship - Actively work with high-value and enterprise customers, establishing strong relationships and providing tailored support.
• Strategic Upselling - Leverage deep understanding of the Whippy platform to identify upselling opportunities and provide strategic advice to clients.
• Cross-Functional Collaboration - Work closely with marketing, sales, and product teams to drive customer success stories and product improvements.
• Analytics and Reporting - Monitor team performance and client health metrics, using data to drive decisions and report on team achievements and areas for improvement.

🎯 What we're looking for

• At least 2+ years of experience in customer success or a related field, preferably in a SAAS environment.
• Demonstrated exceptional leadership and people management skills, capable of inspiring and guiding a team.
• Deep product knowledge and passion for Whippy, with expertise in all aspects of the platform.
• Outstanding relationship-building skills, with a talent for creating strong client connections.
• Superior communication skills, both written and verbal, with 100% fluency in English.