Customer Success Manager

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. Our Customer Success team is responsible for driving sustainable business growth and fostering deep relationships with our sellers on Whatnot. This role will involve collaborating with some of the most strategic and fastest growing partners in our ecosystem, where you'll be building the foundation for helping early sellers achieve near and long term business success. As an early member of our Customer Success team, you will be instrumental in helping shape our motion at Whatnot, bridging the gap between sales and post-sales.

Responsibilities

Develop and nurture early seller relationships and serve as their trusted advisor and business consultant. Deeply understand sellers' business and goals, navigate objections, build trust quickly, and provide personalized coaching to help Whatnot sellers achieve high growth goals and find long-term success on Whatnot.; Manage a pipeline of high growth sellers and develop a strategy for sustainable adoption, growth and retention. Grow seller business through clear, data-driven POVs, and recommendations that align with overall business and company goals.; Partner with cross-functional teams across the organization to share insights and learnings from our sellers. Advocate for our sellers and their needs, clearly articulating business and revenue impact and needs to unlock growth.; Use quantitative and qualitative data to find growth opportunities, diagnose seller issues, and make actionable recommendations that improve seller outcomes and team efficiency.; Test new tactics, playbooks, and strategies that unlock step-change growth for sellers and help the Customer Success and Category teams learn faster.

Requirements

Experience in a customer-facing or revenue-driving role where trust, urgency, and follow-through mattered; Strong selling and relationship-building skills; Customer instinct; High ownership and resourcefulness; Speed and adaptability; Strong teammate instincts; Analytical judgment; Comfort holding sellers accountable; Genuine curiosity about Whatnot's product, categories, and seller communities; AI-forward working habits

Nice to have

Worked with creators, sellers, merchants, brands, or small businesses; Helped customers or partners grow revenue, retention, engagement, or adoption; Built or improved customer success, onboarding, sales, or partnerships playbooks in a startup environment; Worked closely with category, sales, or operations teams to improve the customer experience; Owned a book of business, seller cohort, or partner portfolio with measurable growth goals

Benefits

Equity; 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; Parental Leave; 16 weeks of paid parental leave + one month gradual return to work