Customer Experience Lead

Whimsical is the interconnected workspace for projects, docs, and visual collaboration. 10k+ teams — from startups to the Fortune 100 — use Whimsical to centralize their ideas, plans, docs, and tasks. Whimsical is the answer to using multiple disconnected tools that create productivity-killing confusion, friction, and silos.

About the role

We are looking for an experienced Customer Experience Lead to join our nimble team of 30. You will be responsible for building and maintaining strong relationships with our customers. You will manage the renewals of our key accounts, develop the retention and growth strategy for each account. You will serve as the main point of contact for their needs, providing exceptional support, guidance, and strategic insights to help maximize the value they get from Whimsical. You will help advocate for customer needs internally at Whimsical, and work to help influence the product roadmap.

This is a unique role that requires an entrepreneurial spirit, a self-starter attitude, strong organizational skills, and independence in your work. This is a great role for someone transitioning from customer support to success.

You will work closely with CX, marketing, and product teams to ensure customer success, retention, and account growth. This role reports directly to our Head of Customer Experience, Darta Rina Turkmena.

What you will do

• Develop and maintain strong long-term relationships with our key accounts
• Manage the creation of renewal pricing, quotes, and contracts with approvals
• Prepare and deliver regular business reviews, and help companies adopt and grow their usage of Whimsical
• Be the voice of the customer; advocate for customers by surfacing product or adoption blockers to our product team
• Provide rolling forecasts of retention rates and account ARR growth

Requirements

• 3+ years in a customer experience, sales, renewals, support, or success role
• SaaS and remote work experience
• Experience working with a technical product, preferably working with collaboration tools or in a product-led growth company
• Strong written and verbal communication, presentation, and product demo skills, ability to work independently on projects end-to-end
• Experience with Salesforce is considered a bonus
• Based in the US or Canada to ensure timezone overlap with our customers

Benefits

• 100% Remote: We’re spread from Denver to Auckland and we’ve got you covered if you prefer to work from a coworking space
• Salary: Annual salary starting at US$147,705
• Equity: starting at 0.15%
• Vacation: 6 weeks of paid time off each year
• Parental Leave: 16 weeks paid by company
• Equipment: We provide all the tech you need to work successfully
• Summits: We try to bring everyone together at least twice a year
• Pension*: 401k with 6% company matching
• Health Insurance*: Paid by company for you and your dependents

About Whimsical

Whimsical was founded in 2017 by Kaspars Dancis and Steve Schoeffel to help teams be more effective in the distributed and fully digital work environment.

Whimsical's product is expressive, fast, and delightful. We believe that software should spark joy, not dread.

We are a remote-first company and big proponents of remote work because it democratizes the opportunities for people everywhere. Read more about how we work.