Director, Customer Success

Join the Future of Commerce with Whatnot!

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.

As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.

We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.

As Director of Customer Success, you’ll own the early seller journey and start of post-sales, turning our highest potential sellers into the next top seller on Whatnot. The Customer Success team is responsible for helping high-value sellers grow their new business, adopt best practices, and ultimately retain on Whatnot. You’ll define what great new seller success looks like at scale, lead and develop a high performing cross‑functional team, and own the strategic vision for the function and org.

• Define our strategy
  :
  Shape the early lifecycle strategy for sellers across onboarding, adoption, retention, expansion, and health management and translate it into a clear and actionable plans that delivers a seamless seller experience and drives outsized business growth
• Lead and develop your team
  :
  Directly manage and develop a high‑performing Customer Success team by establishing clear goals and KPIs, coaching and investing in career growth, and creating clear ownership for outcomes. Define team hiring plans and build a strong team culture
• Drive outsized impact
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  Identify and drive high‑value seller growth opportunities and step‑change functional unlocks in cross‑functional partnership with Sales, Account Management, Category, Marketing, Product, and Operations
• Be the voice of our sellers
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  Become a credible voice of the seller by turning customer feedback, product usage, and performance data that influence category and company priorities
• Build and uplevel the function
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  Develop team culture and operating principles and create scalable processes alongside Rev Ops that helps the team move fast without losing accountability as the function and business continues to grow

We offer flexibility to work from home or from one of our global office hubs, and we value in‑person time for planning, problem‑solving, and connection. Team members in this role must live within commuting distance of our New York City, San Francisco, or Los Angeles hub.

People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it.

As our Director of Customer Success, you should have 10+ years of experience building and leading customer success, account management, or seller growth teams in a fast‑growing marketplace, commerce, SaaS, or platform business, plus:

• A passion for our mission: you live and breathe the needs of our sellers and communities and work relentlessly to improve their experience on Whatnot
• Deep experience owning the early customer lifecycle and high‑value customer relationships to identify, manage, and deliver strong growth and retention
• Proven people leadership with a track record of hiring, developing, and raising the bar for the team while also setting the vision, managing performance, and scaling team structures
• Strong analytical and operational instincts. You can look at customer behavior, business performance, and team activity, then identify what matters most and drive action
• Strong cross‑functional leadership. You can collaborate and…