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Customer Success Manager - Wholesail

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Job Title
Customer Success Manager
Job Location
Job Description

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 uplevel 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 onboardings. 
  • Work closely with sales, product, and support to rollout new feature adoption.

Required Experience & Skills

  • 3 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 mid-market or enterprise customers.  
  • Skilled at presenting new points of view to customers that reframe and challenge the way they view their business
  • 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.


Wholesail Headquarters Location

San Francisco, CA

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Wholesail Company Size

Between 20 - 50 employees

Wholesail Founded Year


Wholesail Total Amount Raised


Wholesail Funding Rounds

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  • Series Unknown

    $22,585,494 USD