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Customer Success Operations Manager at Whippy. Remote Location: Remote - Latin America. Customer Success Operations Manager. Location. Remote. United States or LATAM. . Must overlap with U.S. Eastern Time while supporting U.S.-based customers.. About Whippy. Whippy is leading the way in AI-powered business communication, helping companies replace manual workflows with intelligent AI agents across voice, chat, and messaging. We work closely with enterprise staffing and workforce organizations, embedding AI agents and automation directly into their ATS and CRM systems.. As Whippy adoption grows, the quality of onboarding, workflow design, and long-term account ownership directly impacts retention and expansion. We are building a Customer Success function that is structured, scalable, and built for long-term performance.. Role Overview. Whippy is hiring a Customer Success Operations Manager to bring structure, accountability, and execution discipline to our Customer Success team.. This is a player coach role.. You will enforce onboarding and account management standards across the team while personally owning a small portfolio of strategic accounts.. You will help design and maintain the operating system that ensures scalable solutioning, strong retention, and consistent customer execution.. Core Responsibilities. Process and Execution Standards. - Own and enforce structured onboarding, documentation quality, meeting discipline, and success planning standards across all accounts.. CS Team Oversight. - Review calls, provide feedback, and hold CSMs accountable to preparation, follow through, and architectural integrity.. Strategic Account Ownership. - Personally manage a small portfolio of high impact accounts, ensuring strong retention, clear success metrics, and expansion awareness.. Operational Visibility. - Create visibility into onboarding timelines, account health, risk signals, and expansion opportunities.. Cross Functional Alignment. - Partner with Product and Engineering to surface patterns and ensure scalable, durable solution design.. What We Are Looking For. 4+ years of experience in B2B SaaS Customer Success, Technical Account Management, or similar.. Experience owning retention or expansion metrics.. Strong operational discipline and comfort enforcing standards across peers.. Experience building operational workflows . Experience working with integrations, APIs, or technically complex SaaS products.. Strong written and verbal English communication skills.. Confidence balancing flexibility with architectural integrity.. Nice to Have. Experience working with staffing, workforce, or ATS platforms.. Experience helping build or scale Customer Success processes in a high growth environment.. Compensation. Competitive compensation based on experience and location. . This role offers significant ownership and the opportunity to design and scale the Customer Success function in a high growth AI company. You will have direct influence on how systems, standards, and execution evolve as we scale.