Triple Whale 🐳

• Concept and create motion, animation, and video content that brings our product and brand story to life • Own the craft end-to-end: storyboards, style frames, animatics, animation, and final polish, primarily in After Effects • Art direct across the board not just video shoots and productions • Bring ideas to the table for the rest of the creative team • Set and uphold visual and motion standards across the team • Coach and mentor other designers (roughly 25% of your time) • Generate creative concepts and ideation • Partner cross-functionally with product marketing, brand, and product teams • Balance speed and quality • Evaluate and manage outside partners when needed

• Own and grow a portfolio of existing Triple Whale customers through strategic upsell and cross-sell opportunities. • Build trusted relationships with key stakeholders and become a strategic advisor to their business. • Proactively identify growth opportunities based on customer goals, product adoption, account health, and business performance. • Develop a deep understanding of each customer's ecommerce strategy, tech stack, and growth objectives. • Partner with customers to align Triple Whale solutions with their evolving needs and business priorities. • Lead commercial conversations, presentations, and negotiations with decision-makers across customer organizations. • Create scalable plays and workflows that leverage account signals, usage trends, and customer behavior to drive expansion opportunities. • Monitor account performance, product adoption, utilization trends, and customer sentiment to uncover opportunities and mitigate risk. • Collaborate closely with Customer Success, Support, Product, and Marketing teams to maximize customer outcomes and retention. • Help define and improve the expansion process as we continue to scale.

Role Description Triple Whale is moving quickly across renewals, customer migrations, credits, usage, discounts, approvals, billing workflows, and commercial exceptions. As these motions continue to scale, we have a meaningful opportunity to strengthen the Deal Desk processes, systems, and operating rules that help teams evaluate requests, manage approvals, coordinate renewals, and handle customer-specific exceptions. As the Deal Desk Operations Lead, you will assess the current Deal Desk motion, identify where workflows and systems can be simplified or improved, and bring more structure to how discounts, exceptions, approvals, renewals, credits, pauses, refunds, and billing-related requests are managed across the business. You will work closely with various teams to improve and automate Deal Desk processes so teams can move faster with clearer approval paths, better visibility, stronger field guidance, and fewer manual handoffs. This is a highly cross-functional role for someone who can operate in ambiguity, build scalable processes, support reps in the moment, and help Triple Whale evolve its quote-to-cash and commercial exception infrastructure. What You’ll Drive - Deal Desk Process Diagnosis and Improvement: Assess the current Deal Desk motion across discounts, approvals, renewals, billing exceptions, credits, refunds, pauses, usage-based pricing, and commercial concessions. Identify gaps, simplify workflows, and create a more scalable process based on prior Deal Desk / RevOps experience. - Non-Standard Deal Support and Pricing Guidance: Partner with Account Executives and Account Managers on non-standard deal structures, pricing guidance, discounting questions, customer-specific exceptions, and migration-related scenarios. - Discounting Guidelines and Approvals: Maintain discount thresholds, approved ranges, approval requirements, escalation paths, and audit expectations. - Commercial Exception Management: Manage intake, routing, follow-up, and resolution for non-standard requests. - Renewal Operations and Scheduling: Coordinate renewal timing, scheduling, handoffs, and operational follow-through. - Customer Migration Support: Support customer migration by helping surface renewal timing, exception categories, discount implications, system requirements, and customer-specific review needs. - Credits, Usage, Add-ons, and Billing Workflows: Help clarify how credits, recurring usage, add-ons, feature access, and billing-related requests should move through Deal Desk workflows. - Training and Field Enablement: Coordinate, design, and deliver training materials for internal teams and stakeholders. - Reporting and Visibility: Create leadership visibility into discount usage, exception trends, renewal status, migration progress, approval bottlenecks, system gaps, and areas where process needs refinement. - Cross-Functional Execution: Partner with various teams to ensure Deal Desk workflows are understood, followed, and continuously improved. - Deal Desk / CPQ Solution Requirements: Translate Deal Desk workflow requirements into clear tooling requirements for Internal Systems / Product. Qualifications - 6+ years of experience in Deal Desk, Revenue Operations, Billing Operations, Sales Operations, Pricing Operations, SaaS Operations, or a similar GTM operations role. - Strong understanding of SaaS billing, subscriptions, renewals, discounting structures, credits, add-ons, quote-to-cash workflows, Deal Desk systems, and commercial approvals. - Experience diagnosing and improving Deal Desk, approval, renewal, billing exception, or quote-to-cash workflows. - Experience supporting Sales, Account Management, CS, or Renewals teams on non-standard pricing, commercial terms, approvals, or deal structure. - Experience with HubSpot, Salesforce, Stripe, Chargebee, NetSuite, Ironclad, DocuSign, Jira, or Deal Desk / CPQ tooling. - Experience managing cross-functional workflows across Sales, CS, Renewals, Finance, RevOps, BizOps, Product, and/or internal systems teams. - Strong operational judgment around when to create process, when to simplify, and when to escalate. - Ability to turn ambiguous business needs into clear operating rules, workflows, and requirements. - Comfort working with billing systems, CRM systems, approval workflows, contracts, and internal tooling. - Strong attention to detail in workflows where accuracy, approvals, and customer impact matter. - Ability to build trust with commercial teams while still maintaining process discipline. - Strong communication skills and the ability to explain policy, process, and tradeoffs clearly. - Ability to create clear training materials, field guidance, enablement resources, and process documentation for internal teams. Nice to Have - Experience implementing, administering, or evaluating Deal Desk, CPQ, CLM, or approval workflow software. - Experience supporting operational changes tied to pricing, packaging, renewals, migrations, usage-based pricing, or billing workflows in a SaaS business. - Experience with customer migration projects, packaging transitions, or legacy plan cleanup. - Experience building discount reporting, approval dashboards, Deal Desk SLAs, or renewal operating cadences. - Baseline knowledge of ASC 606 and revenue recognition implications. - Familiarity with usage-based pricing, credits, AI usage, or add-on monetization. - Basic SQL or data-analysis comfort to investigate discrepancies and validate business logic. - Experience working in a fast-moving, high-growth environment where systems and processes are still being built. Why This Role Matters This role will help Triple Whale create a more scalable, consistent, and rep-friendly Deal Desk motion. You will help the business move faster while reducing confusion, improving approval discipline, increasing visibility, and making it easier for teams to manage complex renewals, migrations, usage, credits, discounts, and commercial exceptions. You will help build the systems, workflows, and guidance that allow Triple Whale to scale commercial operations with greater clarity, consistency, and control. Our Values - We Are Customer Obsessed: Everything we do is designed to create a positive impact for our customers. - We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. - We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve. - We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new paths. - We Act Like A Mensch: We act with honor, integrity, and empathy, and have deep respect for our customers and each other. Base Compensation Range $110,000-$135,000. Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location. Join Us in Making Waves If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment. Got here thanks to a friend? Splash some gratitude their way! They'll need to submit your application through our referral system to make it official.

• Take ownership of relationships with Enterprise clients and lead their program strategy • Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for clients • Revenue and renewal forecasting • Understand customers’ goals, and implementing tailored success plans • Drive executive level relationships, and identify opportunities to expand clients' suite of Triple Whale products • Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account • Work independently to deliver a “consultant” perspective in all client interactions • Develop and maintain a deep understanding of products and the broader marketing landscape • Lead and present at client meetings, both in-person and over video conference • Analyze customer usage to form accurate forecasts and manage risk throughout the year • Lead discussions with clients to probe what new products they are interested in and what integrations they might need

• Own and grow a portfolio of existing Triple Whale customers through strategic upsell and cross-sell opportunities. • Build trusted relationships with key stakeholders and become a strategic advisor to their business. • Proactively identify growth opportunities based on customer goals, product adoption, account health, and business performance. • Develop a deep understanding of each customer's ecommerce strategy, tech stack, and growth objectives. • Partner with customers to align Triple Whale solutions with their evolving needs and business priorities. • Lead commercial conversations, presentations, and negotiations with decision-makers across customer organizations. • Create scalable plays and workflows that leverage account signals, usage trends, and customer behavior to drive expansion opportunities. • Monitor account performance, product adoption, utilization trends, and customer sentiment to uncover opportunities and mitigate risk. • Collaborate closely with Customer Success, Support, Product, and Marketing teams to maximize customer outcomes and retention. • Help define and improve the expansion process as we continue to scale.

• Lead, coach, and develop a distributed team of SQL engineers across the US and Eastern Europe. • Own the end-to-end service model for custom analytics requests, including intake, scoping, Jira execution, QA, customer review, feedback loops, and SLAs. • Serve as a customer-facing technical leader, joining calls to scope complex requests, present dashboards, explain data logic, and translate business questions into clear SQL deliverables. • Set the standard for delivery quality, ensuring dashboards and queries are accurate, well-documented, and QA’d against key Triple Whale data sources before reaching customers. • Improve the systems and processes that support the team, including ticket routing, request categorisation, capacity planning, documentation, and reporting. • Build a more thoughtful taxonomy of customer requests by product surface, segment, complexity, and use case to improve planning and surface product insights. • Partner with Customer Success, Solutions Architecture, Implementation, Sales, Product, and Engineering to support renewals, expansions, escalations, and strategic customer work. • Help identify which requests should be solved through self-serve product functionality, documentation, enablement, or Product/Engineering investment rather than custom SQL. • Continue the team’s partnership with Product and Engineering on internal platform work, including template libraries, Moby-related SQL work, migrations, and AI-enabled analytics workflows. • Balance customer-facing delivery with internal technical priorities, ensuring the team’s time is focused on the highest-impact work. • Act as the technical voice in conversations around Advanced Intelligence credits, customer value, and the role of custom analytics in retention and expansion.

• Lead the team. Hire, coach, and develop a high-performing Customer Support org. • Set and execute the strategy. Define how Customer Support scales with the business. • Take an AI-first approach. Design how Moby and our AI tooling deflect, triage, and assist. • Run operations against real metrics. Own response time, time-to-resolution, CSAT, deflection, ticket-per-customer, and team productivity. • Stand up support engineering as a discipline. Lead the technical work directly: reproductions, log diving, SQL, API debugging. • Own bug triage end-to-end. Intake, severity model, SLAs, ownership, and reporting. • Partner with Product and Engineering. Be the technical interface to R&D. • Be the senior escalation point for complex customer situations and platform issues. • Build the knowledge layer. Documentation, KB, in-app guidance, and customer education. • Own staffing and capacity — headcount modeling, organizational design, and global coverage across US, EMEA, and APAC. • Set the culture. Customer-first, technically rigorous, accountable, and obsessed with continuous improvement.

• Respond to enterprise customers across live chat, email, and direct channels • Maintain deep knowledge of internal and customer resources • Investigate and resolve complex technical issues • Use Moby as your copilot • Coach enterprise customers and their agencies on best practices • Partner closely with the account team • Be a senior escalation point for Technical Product Support team • Spot patterns across tickets • Help the next customer by contributing to the knowledge base

• Proactive support to agency technical inquiries and problems via Slack, Support chat, and email • Work closely with the Agency Partner Managers to deepen the relationship, identify areas for expansion within their portfolio, and flag enablement needs and risks • Closely collaborate with Sales, Solutions Architects, and Support to provide maximum support and value for our agency partners and their clients • Revenue and renewal forecasting for agency-managed accounts • Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices • Lead and present at agency meetings, both in-person and over video conference • Lead discussions with agencies to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements • Contribute to the continued development and improvement of the Triple Whale Customer experience

• Respond to customer enquiries via live chat, owning each interaction from initial contact through resolution. • Become an expert in Triple Whale's platform, products, customers, and the broader e-commerce ecosystem. • Troubleshoot technical and platform-related issues, determining whether a customer needs education, guidance, configuration support, or escalation to internal teams. • Act as the first line of defence for identifying, triaging, and debugging platform health issues. • Investigate customer-reported bugs and technical challenges, gathering key details and escalating issues to Engineering with clear, actionable reproduction steps. • Advise customers on best practices, use cases, and workflows to help them get the most value from Triple Whale. • Partner closely with Product, Engineering, and Customer Success teams to improve the overall customer experience and drive product enhancements. • Identify trends in customer feedback and advocate for improvements to our product, documentation, tooling, and internal processes. • Assist customers with urgent business needs, helping them navigate challenges and find the best solutions across our platform. • Consistently exceed customer expectations through thoughtful communication, timely responses, and a world-class support experience. • Continuously expand your knowledge of e-commerce, digital marketing, analytics, attribution, and emerging industry trends.