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Customer Success Manager



Posted on Tuesday, August 1, 2023

About the Role

As a Customer Success Manager, you will assume responsibility for the customer relationship post-sale; maintaining a high customer retention rate, improving customer engagement and driving deep utilization of Wholesail’s features. Your activities will be a key driver of several business metrics including revenue, transaction volume, customer satisfaction, and retention. You will be the project manager and main point of contact for new customers to provide a white-glove onboarding experience in partnership with our technical support team, who handle the more technical aspects of onboarding. Post-Launch you will be responsible for the engagement of the customer through periodic account reviews, meetings to discuss product questions and feedback, and responsible for customer inquiries.

You Will:

  • Encourage deeper utilization of Wholesail’s features to increase how many customers pay our vendor partners online through Wholesail.
  • Ensure customer satisfaction and consistently strive to up-level their experience using Wholesail.
  • Present customized training sessions for users of Wholesail’s products, primarily online and occasionally in person.
  • Develop and execute strategic plans for account growth in key company metrics.
  • Consistently over-achieve quarterly revenue targets and product adoption by customers.
  • Listen to the needs of the market and share feedback with the sales and product development teams.
  • Understand and adapt to ongoing product and technology developments.
  • Analyze internal reports and customer feedback to look for opportunities to drive further adoption of features and payment volume.
  • Point person for customer-facing onboarding.
  • Work closely with sales, product, and support to rollout new feature adoption.

Required Experience & Skills

  • 2 years minimum experience in a proactive customer-facing role such as Account Management / Customer Success with a proven track record of meeting and exceeding quotas and supporting small to medium size customers.
  • Skilled at presenting new points of view to customers that reframe and challenge the way they view their business.
  • Builds relationships with customers that are based on trust and support while also balancing the ability to drive results from a sales angle.
  • Aptitude for gathering and using data to inform and persuade others to make business decisions.
  • History of deep product knowledge on products supported.
  • Highly organized with excellent written and verbal communication skills.
  • Curious nature with a desire to learn new skills and master new tools.
  • Self-motivated and able to perform well under pressure and against bold goals and deadlines.
  • Strong collaboration skills and experience working with other departments to recommend and implement the best path forward for a customer.

Bonus Experience

  • Accounting or bookkeeping experience (or related degree).
  • Team member of an early stage startup.
  • Experience with accounting software (e.g. QuickBooks, NetSuite, etc).
  • Experience with key tools for the job: Google Business Suite, Zoom, Salesforce
  • Experience in the hospitality industry.
  • Four year college degree.


  • Work with experienced tech startup founders and a customer-centric team.
  • Full-time base salary, bonus, and stock options.
  • Medical, dental, and vision coverage.
  • Travel, meal, home internet and phone stipend.
  • Flexible paid time off.
  • Parental leave.