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Lead Customer Success Managers:
- Manage and develop Customer Success Managers.
- Set expectations for account ownership and follow-through.
- Review account plans.
Coach on Account Strategy and Judgment:
- Coach CSMs on identifying churn risk.
- Help CSMs improve how they frame tradeoffs.
- Review calls and provide direct feedback.
Own Process Quality:
- Ensure success plans and check-in cadences are maintained.
- Identify where processes are breaking.
- Balance structure with flexibility.
Act as Escalation and Support:
- Join customer calls when needed.
- Support complex solutioning conversations.
- Ensure escalations are resolved with long-term outcomes in mind.
Whippy
Whippy is leading the way in AI powered business communication, helping companies replace manual workflows with intelligent AI agents across voice, chat, and messaging. They work closely with enterprise staffing and workforce organizations, embedding AI agents and automation directly into their ATS and CRM systems.