Enterprise Customer Project Manager (Remote LATAM or US)

Responsibilities

Manage complex customer projects from scoping and kickoff through launch, ensuring stakeholders, timelines, and success plans stay aligned. Own customer relationships and retention and expansion outcomes, build workflows and automations in Whippy, and communicate customer insights and measurable value to internal teams.

Requirements

Candidates need at least five years of experience managing complex, multi-stakeholder projects with real deadlines; customer-facing experience is preferred, and software experience is a plus. They must be based in Latin America or the United States, fluent in written and spoken English, able to work Eastern hours, and comfortable with technical tools, customer relationships, and commercial outcomes.

Skills

• Project Management
• Customer Success
• Customer Communication
• Stakeholder Management
• Account Management
• Customer Onboarding
• Customer Retention
• Revenue Growth
• Strategic Planning
• Commercial Acumen
• Technical Problem-Solving
• Workflow Building
• AI Agent Configuration
• Process Automation
• Consultative Problem-Solving
• Written and Spoken English

Benefits

• Monthly Performance Bonuses

About this role

Hi, I'm Joe, Head of Customer Success at Whippy. I'm hiring an Enterprise Customer Project Manager to run our customers' projects end to end, from kickoff to launch to the next project that grows the account. If you've managed projects with real deadlines and real stakeholders, in software or in fields like construction, engineering, or operations, and you want to do that work with AI software, read on.
This is a customer-facing role on our customer success team. You'll own a book of customers, not an internal roadmap.
This role is for someone with 5+ years of experience. You'll own a focused book of our largest and most complex accounts, where a single customer can be worth six figures in ARR and involve executives, recruiters, and operations teams across many branches.
Why I'm hiring
At Whippy, we view Customer Success as a revenue engine, not a cost center, because if customers don't get value from a tool, they'll leave. Whippy has six incredible products today because we've always built alongside our customers. That's how we evolved from a simple texting platform to now powering calls, texts, email, AI agents, and complex messaging and business automations for over 1,000 businesses. We ship fast to meet our customers' needs.
Most customers start with one use case, like a staffing firm using an AI voice agent to screen candidates. They stay and grow because they see real ROI, then expand use cases until Whippy becomes the infrastructure their business runs on. Your job is to drive that growth: make their first outcome happen during onboarding and implementation, uncover the next problem, and help them get even more value.
In this role, you'll mainly work with customers in the staffing industry. Their data flows into Whippy from their ATS, most often TempWorks, Avionte, Aqore/Zenople, Crelate, or Bullhorn, so you'll learn how staffing firms recruit and place talent, and how to build on top of their data.
Our customer success team has taken staffing customers from an initial $12K deal to $180K ARR because customers like Your Employment Solutions are getting over $1M in ROI using Whippy to augment their teams and beat the competition.
You'll help us grow more customers by deeply understanding their desired outcomes, helping them achieve those outcomes, and providing an exceptional experience along the way.
This is one of those rare jobs with massive growth and learning opportunities: there's no bureaucracy here, and we're still early in building a world-class customer success team. You'll have a crucial role to play, and fresh ideas, feedback, and experimentation are always encouraged because we double down on wins and quickly pivot when ideas don't work out.
You'll work alongside our six-person customer success team and report directly to me. I'll provide the support, coaching, tools, and data to do the best work of your career here, plus the variable comp to get well rewarded when you deliver results.
I'm looking for someone who wants to be technical, strategic, and commercial, all in one. Technical as in you enjoy mastering the product and finding the best solutions for our customers. Strategic as in you deeply understand your customers' pain points and always have a plan to solve them. Commercial as in you have pricing awareness and understand the retention and expansion risks and opportunities in your book.
Some things you'll do
Run every customer project end to end: scope, plan, timeline, owners, and follow-through until it's live and delivering results.
Keep customers and our team aligned with prepared calls, clear agendas, written recaps, and mutual success plans, so no one is ever guessing what happens next.
Own the customer beyond any single project, from onboarding through renewal and expansion. Master Whippy's products well enough to build the workflows, AI agents, and automations your projects need, without waiting on engineering.
Run multi-stakeholder relationships across executives, recruiters, and operations teams at our largest customers, with account plans to match.
Pick up the phone. Reach out proactively, ask the question instead of guessing, and get ahead of problems before they turn into escalations.
Own your gross and net revenue retention, and get rewarded for beating targets.
Tie usage to business outcomes, and report value back in the metrics customers actually care about.
Spot expansion signals and hand warm leads to sales when usage outgrows the contract.
Turn wins into case studies, references, and testimonials that help sales win the next customer.
Tell customers the truth, steering them away from work that won't move their business and toward the work that will.
Advocate for the customer. Feed what you hear to product, sales, and engineering so we build the right things.
Experiment and iterate. If you have an idea to do something better, do it and document what you learn.
Our customer success values
This is a high-performance environment, and I'll coach and support you through it. You'll be challenged, coached, and you'll always know where you stand. CS is a team sport, so it's okay to ask for help, experiment, fail, and pivot. A few things that are true here:
Everyone is a builder. Our team builds in the product without engineering, and the best product ideas come from you, the person closest to the customer. We use AI to move fast, but we own our work, verify every fact, and don't ship slop.
We lead with expertise, not order-taking. We get curious about the why behind every request, and we say no when no is the right answer.
We work like owners, not clock-watchers. We care about outcomes, not hours. We take initiative, pick up the phone, and work obsessively on the problem in front of us.
CS is a revenue engine, not a cost center. We treat it as the growth engine of the company and pay for results.
What we're looking for
Communication above all. This is the number one predictor of success in this role. You overcommunicate by default with customers, your t...

About Whippy

Software Development · 11-50 employees · headquartered in Los Angeles , California · founded 2021