🐳 About Whale

Whale is the #1 AI SOP platform for teams to document, share, and manage their standard operating procedures. Our platform empowers companies to align faster, onboard smarter, and drive results without the chaos of scattered documents and outdated training.

We’re entering an exciting new phase of growth, further strengthening our already substantial footprint in the US. We’re building a team of sharp, driven individuals who deeply care about what they build - and who they build it with.

🧠 The Role

We’re on the lookout for a Junior/Medior Customer Success Manager based in the Eastern Time Zone (US) to join us on an indefinite freelance (self-employed) contract.

You’ll be the strategic partner for your customers, owning onboarding, driving adoption, and helping teams fall in love with Whale. You’ll work independently while Europe sleeps, with our full support once we wake up.

It’s startup chaos, it’s fast-moving, and you’ll get a blank canvas to make your mark.

💪 What You’ll Own

• Manage a portfolio of Whale customers — from onboarding to renewal
• Host strategy calls, trainings, check-ins, and business reviews
• Track product adoption and proactively guide teams to success
• Spot risks before they become churn and opportunities before they’re obvious
• Help scale our CS motion: playbooks, processes, internal docs — all of it
• Collaborate closely with Sales, Product, and Marketing to level up customer experience
• Be a thought partner to your customers and a true extension of their team

🙌 You're a Fit If You...

• Have 1–3+ years of SaaS Customer Success experience
• Are based in the Eastern Time Zone (US)
• Are self-employed and looking for an ongoing freelance contract
• Have startup grit — you’re calm in chaos, scrappy, and resourceful
• Know your way around Slack, CSPs like Custify, and love automation
• Thrive on ownership, bring ideas to the table, and execute fast
• Love helping customers succeed and see CS as a revenue driver

✅ Contract Details

• Type: Ongoing freelance contract (not payroll)
• Status: Independent contractor / self-employed
• Location: Remote — must be based in ET (US)
• Hours: Full-time (we align on expectations, you run with it)
• Compensation: Competitive and based on experience

🚫 Not a Fit If You...

• Need heavy structure or hand-holding
• Are new to Customer Success or unfamiliar with SaaS
• Struggle to self-manage in a remote environment

📬 How to Apply

Send your resume + a short, human cover letter to [email protected].

No DMs. No LinkedIn messages. Inbox only, please.