Customer Success Manager, Government and Defense

At WHOOP, we're on a mission to unlock and inspire performance for life. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.

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.

RESPONSIBILITIES:

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.

QUALIFICATIONS:

Experience managing customer programs, onboarding, implementation, customer success, account operations, or similar post-sale responsibilities.

Strong program management and organizational skills, with the ability to track multiple customer programs, milestones, dependencies, launches, and action items simultaneously.

Strong written and verbal communication skills, with the ability to provide clear customer updates, training, guidance, and next steps.

Experience developing repeatable processes, documentation, enablement materials, training materials, or other resources that improve customer experience and operational scalability.

Ability to independently manage tactical customer relationships, onboarding, program launches, routine communications, troubleshooting, and ongoing program execution.

Ability to coordinate effectively across cross-functional teams, manage follow-ups, and drive internal and external deliverables through completion.

Ability to identify customer risks, adoption gaps, recurring issues, and opportunities for improvement and escalate them to the appropriate stakeholders.

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.

This role is based in the WHOOP office located in Boston, MA. The…