Customer Success Manager

Who are we?

Whatfix is an AI platform advancing the userization of enterprise applications, empowering companies to maximize the ROI of their digital investments. At the heart of the userization philosophy is ScreenSense, our proprietary AI engine. Our product suite includes Digital Adoption, Product Analytics, Mirror, Seek, and Whatfix Mirror 2.0.

Role Overview

The Customer Success team is on a mission to maximize the value our customers derive from our product and services. We are looking for a stellar Customer Success Manager who is passionate about solving real business problems for our customers and delivering best-in-class customer service. You will be part of a close-knit motivated team of rock stars consisting of success managers, solutions engineers and project managers.

What do you get to do?

• Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period, being responsible for every aspect of the customer journey post sales handoff.
• Be the product champion and consultant to drive desired customer outcomes and enable customers to realize the potential of Whatfix.
• Understand customer business, their application for which they have purchased a Whatfix subscription, and their key digital adoption goals.
• Identify product usage gaps and provide actionable solutions to customers.
• Build value-based relationships with customers and create Whatfix champions.
• Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, and showcase ROI.
• Ensure customer retention by negotiating and closing renewals.
• Identify opportunities for upselling and cross-selling along with the Account Managers.
• Establish deployment goals and desired success outcomes, and develop a plan to carry them out successfully.
• Keep looking out for new use cases and solutions using Whatfix to create a win-win situation with customers.
• Communicate and brainstorm with the product team on customer feedback and help refine the product roadmap.
• Work with the marketing team to execute customer surveys, case studies, etc.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.
• Drive customer advocacy through reviews, testimonials, customer meetups, and create a center of excellence within the customer's organization.

What you need to have / bring to the table:

• Relevant 2 to 5 years of work experience in a high-touch Customer Success or Strategic Consulting role in a B2B SaaS or Tech Product based company.
• Has worked directly with small, medium, and large enterprise customers.
• Works as an individual contributor in a flat hierarchy.
• Open to aligning with the North America timezone (5:30pm to 2:30am IST).
• Prior experience handling quota-based account portfolios, customer negotiations, and renewals.
• Exemplary written and verbal communication skills to work along with global customers.
• Passionate about solving problems by understanding customer needs, with a growth and learning mindset.
• Interested in and aware of the different applications enterprises use for their workforce and business processes.
• Ability to communicate and foster positive business relationships.
• Deep understanding of customer concerns and thoughts regarding the use of products.
• Experience managing customers across different segments.
• True passion for customers and for Customer Success.

Perks and Benefits (India)

• Best-in-class medical insurance coverage.
• Free lunch and dinner buffet.
• Doorstep cab drop facility.
• Education sponsorship.
• Internal job transfer and global mobility programs.
• Scope to represent Whatfix at global events.
• Uncapped incentives, bonus plans, and opportunities to travel to meet global customers.

Note

• Core values include Customer First, Empathy, Transparency, Fail Fast and Scale Fast, No Hierarchies for Communication, Deep Dive and Innovate, and Trust.
• Whatfix is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status.
• The company works from the office five days a week, with the option to work from home up to two days per month.
• Exceptions to the policy are considered case by case.