Sr Customer Success Manager
•Boxinc· 1h
🎧 Support⏰ Full-time📈 Mid Level💰 $134k-167k🇺🇸 San Francisco, USA
1h ago
Whippy·27 days ago
Whippy is leading the way in AI-powered business communication—transforming how companies engage with customers using intelligent AI Agents. From customer support to marketing to sales, businesses rely on Whippy’s Voice AI, Messaging, and VoIP platform to eliminate manual workflows, automate outreach, and modernize how teams communicate at scale.
By combining AI-driven messaging with omni-channel voice and automation, Whippy replaces outdated, siloed communication tools with a single platform that helps businesses work smarter, faster, and far more efficiently.
This role is remote and open to LATAM-based candidates; candidates based in Buenos Aires who can work remotely from our WeWork office in Vicente López are a plus. The role requires full English fluency while supporting U.S. markets. Work hours follow Eastern Standard Time.
Whippy is seeking a VoIP Specialist to become the company’s go-to expert for cloud telephony, voice infrastructure, and VoIP implementations.
This is a high-ownership specialist role. You will own VoIP end-to-end across the organization—supporting Customer Success, Sales, Partners, and Product—ensuring customers are successfully implemented, trained, and scaled on Whippy’s voice and calling capabilities.
If someone has a VoIP question, migration, integration, or demo help, you are the person they go to.
• Fully remote
• Open to residents of Latin America
• Full English fluency required
• U.S. customer coverage on EST hours
Own VoIP as a Core Discipline
• Become Whippy’s internal authority on VoIP, cloud telephony, and calling workflows
• Own voice implementations, migrations, and best practices across customers and partners
• Define how VoIP is deployed, documented, and supported company-wide
VoIP Implementations & Migrations
• Lead VoIP onboarding and rollout projects for new and existing customers
• Manage number porting strategy and execution (LOAs, carriers, timelines, risk mitigation)
• Support migrations from legacy or third-party VoIP systems
• Design and configure call flows including IVR, voicemail, business hours, routing, and forwarding
Voice & Messaging Enablement
• Support voice and messaging workflows working together seamlessly
• Ensure customers are operational, trained, and confident using calling features
Devices & Technical Setup
• Configure and troubleshoot hard phones, softphones, SIP credentials, and call quality issues
• Assist with basic network and device troubleshooting related to VoIP
Sales, Partner & Demo Support
• Support AEs with VoIP demos, technical explanations, and customer calls
• Assist with VoIP use cases across ATS and partner environments
• Act as the technical voice expert on strategic sales or partner conversations
Documentation & Enablement
• Create and maintain VoIP documentation, playbooks, and implementation guides
• Record Loom videos and deliver live trainings for customers and internal teams
• Help standardize VoIP processes across Customer Success and Sales
Competitive & Product Insight
• Maintain strong awareness of the VoIP and cloud communications landscape
• Translate real-world customer and implementation learnings into feedback for Product and Leadership
• Strong foundation in VoIP, cloud telephony, and call routing concepts
• Experience working with carriers, SMS/voice providers, or cloud telephony platforms
• Hands-on experience with number porting and carrier coordination
• Comfortable configuring IVR, voicemail, queues, forwarding, and call flows
• Familiarity with hard phones, softphones, SIP, and basic networking
• Ability to explain technical concepts clearly to customers and teammates
• Strong documentation and training skills (written + video)
• Highly organized, proactive, and comfortable owning a specialty end-to-end
• Experience working cross-functionally with Customer Success, Sales, and Product
• 2+ years in VoIP, telephony, technical CS, or communications-focused SaaS roles
• You become the VoIP authority for Whippy
• You shape how customers adopt, scale, and depend on voice
• Your work directly influences sales success, partner integrations, and product direction
• You help define Whippy’s voice strategy as the platform continues to expand