Job Title: Senior Manager, Client Success

Work Location: USA (Remote)

Start Date: ASAP

Recently named one of WorkLife's 50 Best Places to Work and one of Fast Company's Most Innovative Companies, Whalar Group is a global creator company on a mission to liberate the creative voice.

Creators are at the heart of everything we do! We are a curious, diverse team of 300 individuals around the world who are passionate about the Creator Economy. Our proximity, understanding, and trust of creators evolved into a first-of-its-kind creator ecosystem. Under Whalar Group, there are six companies: Whalar, a global creator agency; Whalar Talent,a full-service, 360° creator and talent management company; Foam, an operating system for Talent Managers; Moby Ventures, creator-centric venture studio; Umi Games, a groundbreaking gaming studio; and The Lighthouse, an IRL campus for creators.

About Foam:

Foam, a division of Whalar Group, is seeking a highly motivated and customer-centric individual to join our team as a Client Success Senior Manager. You will play a crucial role in driving the successful adoption, utilization, and satisfaction of Foam's platform within our hand-picked talent agencies. Your primary focus will be on building strong relationships with our agency partners, understanding their unique needs, and delivering outstanding support to ensure their success with Foam.

Foam is a cutting-edge SaaS platform designed to empower talent representatives in managing their day-to-day workflow and growing their businesses. Foam offers premium tools and features to agencies, enabling them to streamline their operations, enhance collaboration, win more business, and drive exceptional results for their clients.

Here's what you'll do day-to-day:

• Serve as a key point of contact and trusted advisor for a designated portfolio of agencies, guiding them through onboarding, implementation, and ongoing usage of Foam's premium tools.
• Develop a deep understanding of each agency's business objectives, workflows, and pain points to provide tailored recommendations and solutions to maximize their experience and value with Foam.
• Conduct regular check-ins, via phone and face-to-face, and proactive outreach to build strong relationships with key agency stakeholders, nurturing customer loyalty, and identifying opportunities.
• Collaborate closely with the Support, Sales, Product and Engineering teams to support the smooth transition of new agencies into the Foam ecosystem, ensuring a seamless customer journey from prospect to successful user.
• Work together with and manage the Senior Customer Success Executive to cover all clients and continuously update and improve the CRM from initial conversation to paying repeat customers.
• Actively monitor and analyze customer data and usage metrics to identify trends, patterns, and potential risks, providing proactive guidance and actionable insights to drive adoption and customer satisfaction.
• Champion customer feedback and advocate for necessary product enhancements or feature requests by liaising with the Product team, contributing to the continuous improvement of Foam's platform.
• Stay up-to-date with industry trends, best practices, and competitive landscape to ensure the highest level of expertise and consultative support for agency partners.
• Collaborate with cross-functional teams within Foam to share customer insights, align on strategic initiatives, and contribute to the overall growth and success of the company.
• Some travel to clients will be required

Here's what we're looking for:

• 5-6 years of work experience in Client Success (ideally Saas), Talent Management, and/or Influencer Marketing. If experience in Client Success only, must have excellent understanding of the creator economy.

• Excellent interpersonal and communication skills, with the ability to build strong relationships and influence stakeholders at all levels of an organization. Surprise and delight! It's the little things.
• Attention to detail is key as the role often involves reviewing product designs, catching errors or bugs to be corrected, correcting intercom articles or marketing materials, updating our CRM in real time, and tracking client usage.
• Sales skills - many of our conversations with clients involve selling the product, whether it be financially or the reasons why they should sign up to a free trial. Speaking to differences in Foam vs competitors, overcoming any hesitations in switching providers or joining, and making compelling arguments as to how Foam will help solve problems in their every day.
• Strong analytical and problem-solving skills, with the ability to gather and interpret customer data to drive actionable insights.
• Excellent communication skills and grammar - when speaking with clients via email, calls, or in person presenting Foam or training, writing product releases, reviewing intercom articles or notices, and creating or reviewing marketing materials.
• Self-motivated and results-oriented, with the ability to prioritize and manage multiple projects simultaneously. Proactivity - a can-do, go-getter attitude.
• Demonstrated ability to thrive in a fast-paced, dynamic, team environment with a proactive and adaptable approach to customer success.

If you are passionate about customer success, enjoy building relationships, and want to be part of an innovative team shaping the future of the creator and talent management industry, we would love to hear from you. Apply now to join Foam and help drive exceptional success for our agency partners!
Our values:

At Whalar Group, diversity, equity, and inclusion (DEI) isn't just a statement, it's our collective strength. Our people are our superpower. A diverse team and inclusive leadership have shaped Whalar Group since our inception in 2016, fueling a constant evolution of growth. We champion a culture of respect and empathy, fostering a sense of belonging that transcends demographics. We hire individuals of all backgrounds and empower them to thrive, challenge stereotypes, and actively break societal barriers. Learn more.
The perks:

Whalar Group provides flexible benefits and collaborative work environments and experiences so employees can work productively in a setting that best and uniquely suits their needs.

• Medical, dental, and vision
• 25 days of PTO + sick days + winter break
• 401k: up to 4% matching
• Monthly phone/internet reimbursement
• Yearly professional development stipend
• New joiner home office allowance
• Fertility benefits
• Up to 16 weeks of paid parental leave
• Calm App subscription (add up to 4 dependents)
• Volunteer days
• Identity theft protection and legal assistance
• Company-paid life and disability insurance
• Extra voluntary life insurance policy
• Voluntary hospital and critical illness insurance
• Voluntary pet insurance
• Employee resource groups

Whalar Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Equal opportunity extends to all aspects of the employment relationship, including hiring, promotions, training, working conditions, compensation, and benefits.