Leading Adoption. Driving Success.
Customer Success Lead Location: Fully Remote (USA)
About WhatConverts WhatConverts is a B2B SaaS company specializing in marketing attribution and lead tracking solutions. We empower businesses to make data-driven decisions by providing deep insights into their marketing campaigns and helping them understand what drives conversions. As a remote-first company, we foster a mission-focused and performance-driven culture, valuing integrity, initiative, and innovation.
Position Overview The Customer Success Lead at WhatConverts plays a key role in helping customers truly understand and trust the data behind their marketing decisions.
In this role, you'll help customers turn data into confidence while coaching and enabling the Customer Success team to guide adoption, consistency, and long-term success.
In this role you'll get to:
1. Lead and guide the customer journey from onboarding through renewal, with a primary focus on successful adoption and long-term value realization.
2. Lead onboarding and ongoing engagement for customers, ensuring the platform is implemented effectively and aligned to customer goals.
3. Deliver insights-driven check-ins, reporting, and value reviews that clearly demonstrate impact.
4. Coach and develop Customer Success Managers to ensure consistent execution and high-quality customer experiences, leading by example and working alongside the team.
5. Partner cross-functionally with product, sales, and support to ensure continuous improvement across the customer journey.
6. Contribute to the evolution of repeatable Customer Success processes that drive consistency, reduce friction, and support long-term customer health.
Other duties as assigned; job duties may expand based upon aptitude and ability
What we're looking for:
7. 3+ years of experience in Customer Success leadership, preferably in a SaaS or MarTech environment.
8. Strong customer-first approach on enablement, adoption, and long-term success.
9. Experience owning end-to-end customer journeys and driving product adoption.
10. Strong technical aptitude, with the ability to guide customers and the Customer Success team through complex setups, implementations, and product adoption in partnership with Support and Solutions.
11. Proven ability to lead and coach teams while enforcing structured, repeatable processes.
12. Familiarity with marketing technologies, analytics, and attribution concepts.
13. Experience working within CRM platforms and maintaining clear, consistent customer documentation.
Company Benefits/Perks:
14. Remote-First: Empowered to work agilely in a fully remote environment with no risk of office return.
15. Immediate Impact: From day one, take ownership of projects and make a direct impact.
16. Health & Wellness: 100% employer-paid premium medical, dental, vision, and life insurance.
17. 401k with 5% Match: Secure your future with immediate vesting.
18. Employee Support: Access counseling, legal, and debt management services through our EAP.
19. Generous PTO & Flexible Time Off: Accrue PTO with additional days for tenure, plus up to 4 hours of flex time per week for personal matters.
20. Parental & Bereavement Leave: Paid leave for life's important moments.
21. Volunteer Day: Give back with an annual volunteer day.
22. Diversity & Inclusion: Join a positive, supportive, and inclusive workplace.
23. Remote Work Perks: $100 monthly stipend to ensure your home office needs are met and company-provided devices.
Before you apply you should:
24. Learn more about WhatConverts
25. Read about what makes us different or watch a product overview
26. Read our reviews on G2
If you're passionate about working in a dynamic, fast growing company with smart colleagues and opportunities for development, come grow with WhatConverts.
WhatConverts is an equal opportunity employer. We recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law.