Director of Customer Success, WHOOP
$145-175k
+ Equity
Wearable health and fitness devices
Open for applications
Wearable health and fitness devices
1001+ employees
Open for applications
$145-175k
+ Equity
1001+ employees
Company mission
To unlock human performance and Healthspan.
Role
Who you are
- The ideal candidate is both a strategic leader and hands-on operator - someone who can act as a player-coach today and build a world-class Customer Success organization for the future
- 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 automation and AI tools to enhance outcomes
- Strong presentation and communication skills, capable of delivering impactful training and executive-level business reviews
- Flexibility to work across industries—from athletics to corporate wellness to defense—and adapt success strategies accordingly
- Strong analytical skills to track and manage the right KPIs and present to leadership
- A proactive, collaborative, and entrepreneurial spirit suited for a fast-paced, high-growth environment
- Passion for health, fitness, and technology is a plus
What the job involves
- WHOOP is seeking a Head of Customer Success to build, define, and scale our Customer Success function
- This leader will establish the strategy, playbooks, and tools that drive engagement, retention, and growth across some of WHOOP’s largest and most strategic customers
- This role sits within the Enterprise team and is responsible for driving long-term engagement, retention, and growth across large customers from multiple strategic verticals
- You will need to work horizontally across sales, product, engineering, and finance to deliver successfully in this role
- You will be responsible for ensuring customer satisfaction and renewal
- This is not an entry level position
- This is a high-impact, foundational role
- You will work cross-functionally with Sales, Product, Engineering, and Finance to ensure WHOOP delivers transformative value to customers, while also shaping how the Enterprise business scales globally
- 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
Our take
WHOOP develops wearable health-tracking devices designed to help athletes optimise their performance. Its technology continuously monitors recovery, sleep, and training hours to fine-tune both individual and team performance. Unlike competitors that primarily track exercise data, WHOOP's holistic approach includes metrics like heart rate variability, which can influence more effective and healthier exercise routines.
By focusing on a subscription model that includes the cost of the physical device, WHOOP differentiates itself from competitors that charge a higher one-time fee for their products. This model provides ongoing value and encourages users to stay engaged with their health data.
WHOOP's comprehensive monitoring of strain and recovery has given it a competitive edge, even as other brands like Fitbit have incorporated similar features. Beyond sports performance, WHOOP has conducted extensive research on predicting premature births, aiming to integrate these findings into their app. This commitment to broader health applications demonstrates WHOOP's dedication to advancing wearable health technology.
Steph
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Aug 2021
$200m
SERIES F
Oct 2020
$100m
SERIES E
Total funding: $404.8m
Company benefits
- Flexible Vacation: WHOOP has a flexible vacation policy that allows you to unwind, laptop-free, when you need it most.
- Focus on Family: We offer 18 weeks paid parental leave, plus an additional 2 weeks to gradually return to work.
- Get Invested: In addition to a competitive base salary and 401k, you're eligible to receive stock options to share in the future of WHOOP.
- WHOOP +1: Everyone on the team gets a complimentary WHOOP membership—plus another membership to share with a loved one.
- Health Matters: Our competitive benefits package covers medical, dental, and vision, in addition to mental health services, life and disability insurance, and more.
- Find Your Fit: Full-time employees get $500 a year to spend on wellness in whatever way they see fit, from fitness classes and memberships, to recovery services.
- It Pays to Sleep: Our Sleep Performance Program incentivizes employees to get more sleep. Log an average sleep performance of 85% or higher for the month and get a $100 bonus.
- Location, Location, Location: You can’t beat the views from the rooftop of One Kenmore Square. Feel inspired daily as you work, enjoy free snacks and coffee, and collaborate in the heart of Boston.
Company HQ
West Fens, Boston, MA
Leadership
Will Ahmed
(Founder & CEO)After graduating from Harvard with a Bachelor of Arts in Government and Economics, Will went on to hold Summer Analyst roles at Allen & Company and Lindsay Goldberg before founding WHOOP in 2012.
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