Director, Customer Success

Location

San Francisco, CA; Los Angeles, CA; New York, NY

Employment Type

Full time

Department

Categories & ExpansionAccount Management

Compensation

$234K – $330K • Offers Equity

The salary or hourly rate range may be inclusive of several levels that would be applicable to the position. Final salary or hourly rate will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary or hourly rate, not benefits or equity.

Join the Future of Commerce with Whatnot!

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.

As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.

We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.

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. 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.

You

People 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.

EOE

Compensation Range: $234K - $330K