Director of Customer Success (Government)
Propelus$125,000 - $150,000/year
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Health Tech, FitnessIndustries
Requirements
- Bachelor's degree in Business Administration, Marketing, or a related field
- A customer-first mindset with strong relationship-building skills and the ability to engage stakeholders from program managers to executives
- 8+ years of experience in Customer Success within B2B or Public Sector SaaS or health/performance technology
- A demonstrated track record of retaining and growing key accounts in one or more verticals relevant to our enterprise strategy
- A strong point of view on the right way to do customer success, including how to implement
- Based in the WHOOP office located in Boston, MA (prepared to relocate if necessary)
- Not an entry-level position; experience as a strategic leader and hands-on operator (player-coach)
Responsibilities
- Build and Lead the Function: Establish the vision, strategy, and operating model for Customer Success at WHOOP, including playbooks, processes, and tools that can scale across enterprise and public sector accounts
- Customer Relationship Management: Directly own and nurture a portfolio of enterprise accounts as a founding player/coach, ensuring customers derive maximum value from WHOOP and remain long-term partners
- Onboarding & Implementation: Design and deliver effective onboarding experiences—leading launches, training sessions, and workshops—while building repeatable frameworks for future team members to execute
- Voice of the Customer: Serve as a senior advocate for customers within WHOOP. Capture and share feedback to influence product, marketing, and engineering priorities, ensuring our roadmap reflects enterprise needs
- Engagement & Adoption: Create and execute strategies that drive user adoption, engagement, and satisfaction at scale, with clear ROI and measurable business impact for customers
- Renewal & Growth: Oversee renewal cycles, proactively mitigate churn risk, and partner with Sales to identify and pursue expansion opportunities within key accounts
- Customer Journey Optimization: Map and continuously refine the enterprise customer journey, addressing pain points and implementing scalable best practices to ensure consistent success outcomes
- Data-Driven Insights: Develop and manage a framework for customer health metrics and usage analytics. Present actionable insights to both customer stakeholders and WHOOP leadership
- Cross-Functional Collaboration: Partner closely with Sales, Account Management, Product, Engineering, and Finance to align on customer strategies that maximize retention, growth, and long-term partnerships
- Team Development: As the function scales, recruit, mentor, and lead a high-performing Customer Success team, fostering a culture of accountability, innovation, and customer obsession
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this role remote or does it require working from an office?
This role is based in the WHOOP office located in Boston, MA, and the successful candidate must be prepared to relocate if necessary to work out of the Boston, MA office.
What are the key responsibilities for the Head of Customer Success?
Key responsibilities include building and leading the Customer Success function, owning enterprise accounts, designing onboarding experiences, serving as the voice of the customer, driving engagement and adoption, overseeing renewals and growth, optimizing the customer journey, and developing data-driven insights.
What kind of experience is needed for this position?
This is not an entry-level position; it requires a strategic leader who is also a hands-on operator, capable of acting as a player-coach and building a world-class Customer Success organization.
What teams will this role collaborate with?
The role requires working horizontally across sales, product, engineering, and finance to deliver successfully.
What is the salary or compensation for this role?
This information is not specified in the job description.
Whoop
Wearable fitness tracker with personalized insights
About Whoop
WHOOP offers a fitness membership that focuses on improving personal health and performance through a wearable device called the WHOOP Strap 3.0. This device continuously collects physiological data, including heart rate, sleep patterns, and recovery levels, to provide users with personalized recommendations on their daily activity, sleep needs, and readiness for performance. Unlike many competitors, WHOOP operates on a subscription model, where users pay a fee to access the membership, which includes the device and continuous insights through the WHOOP app. This model not only provides a steady revenue stream but also fosters a strong community among users, encouraging engagement through teams, challenges, and social features. The goal of WHOOP is to help users optimize their health and performance while minimizing injury risk.
Boston, MassachusettsHeadquarters
2012Year Founded
$393.7MTotal Funding
SERIES_FCompany Stage
Data & Analytics, HealthcareIndustries
501-1,000Employees
Benefits
Take Time Off: Time outside of the office is important for sleep, strain and recovery! Our PTO plan encourages members to take time off in order to come back refreshed.
Live a Healthy Lifestyle: Our competitive benefits package includes premium medical, dental, and vision coverage for employees and their dependents. Life and disability insurance are also available.
Feel Invested: In addition to a competitive base salary and 401k, you're eligible to receive stock options to share in the future of WHOOP. Work means more when you have personal stake. You have ownership in what we are building.
Eat Well: Keep hunger at bay with endless snacks in our fully stocked kitchen. Enjoy catered team lunches on Friday, and even a cold brew keg.
Know The Product: We want you to understand and experience the product firsthand. We offer you a WHOOP strap and membership at no cost.
Be Active: Take advantage of our office gym and on-site showers! WHOOP also offers a $500 yearly wellness perk for fitness classes and memberships.
Be Present: It’s important to be present when bringing home a new family member. Take care of your loved ones with 12 weeks paid parental leave, plus an additional 2 weeks to gradually return to work.
Love Where You Work: Sitting in the heart of Fenway, our beautiful office overlooks Fenway Park. A prime location for great food, not to mention catching a Sox game, too!
Work Hard, Play Harder: If we don't already have a club here that fits your lifestyle and interests, you're encouraged to start one. Share your passions with others at work, or discover new ones!
Risks
Increased competition from brands like Oura and Fitbit threatens market share.
Privacy concerns over data collection could lead to regulatory challenges.
Economic downturns may affect consumer willingness to pay subscription fees.
Differentiation
WHOOP offers 24/7 physiological data tracking with its WHOOP Strap 3.0.
The company provides personalized health insights for athletes and fitness enthusiasts.
WHOOP's subscription model includes a community aspect for user engagement.
Upsides
WHOOP's partnership with Cristiano Ronaldo boosts brand visibility and credibility.
Expansion into 56 markets enhances WHOOP's global presence and growth potential.
Collaborations with brands like Assos strengthen WHOOP's position in sports technology.
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