At WHOOP, we're on a mission to unlock human performance. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.

 

Our Sales Operations team is responsible for building a measurable, repeatable, and predictable Enterprise Go-To-Market engine while also collaborating cross-functionally to drive impactful initiatives which accelerate revenue growth and retention while enabling efficiency. As a Customer Success Operations Manager at WHOOP you will partner with the Customer Success Team and Support to define CS objectives and measure customer experience. A large part of this role will be to develop a scalable operational foundation through system enhancements which enable the team to be more effective in their role.

RESPONSIBILITIES:

• Be a centralized point of contact, acting as a link to streamline our internal systems and processes, between the Enterprise Org and cross-functional teams.
• Participate in the creation and maintenance of Management Reporting (ie. quarterly churn, customer health analysis, quarterly performance, renewal and upsell forecasts, product utilization, etc.)
• Create and maintain a suite of Customer Success Reports and Dashboards
• Support cross-functional teams in all things Salesforce; including Sales, Product, Engineering, and Support.
• This role will be asked to specifically focus on optimizing workflows for as well as be responsible for maintaining our relationship with the Inventory Fulfillment team
• Support the development and launch of new processes, workflows and automations that drive efficiency, increasing the effectiveness of the Sales and Customer Success team and delivering value to our customers.
• Track leading indicators of retention: onboarding success, user engagement, NPS, etc.
• Detect early signs of at-risk adoptions, providing tools to the CSMs to escalate.
• Drive operational cadences to improve communication and data integrity, both within the Enterprise team and cross-functionally. 

QUALIFICATIONS:

• 3+ years of experience in a Customer Success or Sales Operations role with similar responsibilities in a SaaS company
• High proficiency in Salesforce, specifically reporting/dashboards
• Experience working in Looker or other data visualization tool
• Have worked with Sales Technologies like: Outreach, ZoomInfo, LinkedIn Sales Navigator
• Strong Analytical skills - break down a problem into primary components; key requirements, timelines, sequences, and implications