Customer Success Manager (Government and Defense)

WHOOP; Boston (MA); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Flexible vacation

Parental leave (18 weeks)

Stock options

WHOOP membership

Health benefits

Wellness stipend

Sleep program bonus

Job summary

WHOOP is seeking a Customer Success Manager to lead Government & Defense programs after the sale, owning onboarding, launch execution, and ongoing program management. You will coordinate across internal teams to ensure successful launches, scalable post-sale resources, and consistent account health across G&D accounts, including regional collaboration and occasional early-morning meetings.

The role emphasizes client relationship management, process standardization, and proactive risk mitigation

Qualifications

• Experience managing post-sale customer programs and onboarding.
• Ability to coordinate multiple internal teams to launch and support programs.
• Proven track record in creating scalable onboarding and post-sale resources.

Responsibilities

• Serve as day-to-day contact for assigned Government & Defense accounts.
• Own onboarding, launch execution, and ongoing program management.
• Track milestones, adoption, and account health; proactively address gaps.
• Coordinate across Sales, Operations, Support, Product and other teams.
• Develop scalable post-sale resources: guides, templates, checklists, trainings.
• Coordinate escalations and surface risks to stakeholders.
• Support account reviews and renewals with relevant data and feedback.
• Engage with clients across regions, accommodating time zones as needed.

Skills

Cross-functional coordination

Onboarding & launches

Account health management

Program tracking

Customer success management

Risk & adoption identification

Written & verbal communication

Process & enablement material creation

AI-assisted tasks

Tools

AI tools

Job description

• WHOOP is seeking a Customer Success Manager to support the successful execution and ongoing management of Government & Defense (G&D) programs after the sale. This role will own tactical customer management, program coordination, onboarding, adoption, and the development of scalable post-sale resources to create a consistent experience across G&D accounts
• This person will serve as a day-to-day customer partner while coordinating across internal teams to ensure programs launch successfully, customers remain supported, and repeatable processes are established as the G&D business scales
• Serve as the day-to-day point of contact for assigned G&D accounts, managing customers from sales handoff through onboarding, launch, adoption, and ongoing program execution
• Own customer onboarding and program launch execution, including kickoff preparation, onboarding plans, program setup, participant enrollment, administrator training, launch timelines, and participant and account administration
• Track program milestones, deliverables, dependencies, onboarding progress, participant activation, adoption, and overall account health, proactively following up with customers and participant groups requiring additional support
• Build and maintain scalable G&D post-sale resources, including onboarding materials, admin and participant guides, FAQs, troubleshooting resources, customer communication templates, launch checklists, implementation plans, and training materials. Identify recurring customer needs and opportunities to improve or standardize these resources as products and processes evolve
• Troubleshoot common customer and participant issues, coordinate escalations through resolution, and gather customer feedback to surface risks, blockers, recurring product or platform questions, and operational trends to the appropriate internal stakeholders
• Maintain accurate account information, program trackers, documentation, customer activity, and account health reporting, while identifying opportunities to standardize repetitive workflows and create a consistent post-sale experience across G&D programs
• Coordinate across Sales, Operations, Support, Product, and other teams supporting G&D customers to ensure clear ownership, communication, and follow-through on internal and external deliverables
• Support account reviews and renewals by gathering relevant program information, account health data, and customer feedback, while driving successful outcomes across program launches, onboarding, activation, adoption, engagement, and customer satisfaction
• Collaborate with clients across the Middle East, including participating in occasional early morning meetings (7:00–9:00 AM Eastern Time) to accommodate regional time zones and ensure effective communication
• Primarily support Government & Defense clients, while also partnering with select corporate healthcare clients to address their unique needs and drive successful outcomes

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.

• Ability to coordinate effectively across cross-functional teams, manage follow-ups, and drive internal and external deliverables through completion
• Strong commitment to embracing and leveraging AI tools in day-to-day tasks, ensuring AI-assisted work aligns with the same high-quality standards as personal contributions
• Ability to independently manage tactical customer relationships, onboarding, program launches, routine communications, troubleshooting, and ongoing program execution
• Experience managing customer programs, onboarding, implementation, customer success, account operations, or similar post-sale responsibilities
• Ability to identify customer risks, adoption gaps, recurring issues, and opportunities for improvement and elevate them to the appropriate stakeholders
• Strong program management and organizational skills, with the ability to track multiple customer programs, milestones, dependencies, launches, and action items simultaneously
• Experience developing repeatable processes, documentation, enablement materials, training materials, or other resources that improve customer experience and operational scalability
• Strong written and verbal communication skills, with the ability to provide clear customer updates, training, guidance, and next steps

At WHOOP, we believe there is much more to a candidate than what is written on paper, and we value character as much as experience