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. Technology needs adoption. It's no different for AI. As AI reshapes roles, workflows, and human-machine interactions, it also introduces new layers of complexity and user friction. This is where Whatfix plays a pivotal role.

At the heart of userization philosophy is ScreenSense, our proprietary AI engine, which continuously interprets both the context of what users are doing in an application or an AI tool and the intent behind their actions. By combining these signals, Whatfix delivers real-time guidance, nudges, knowledge, and automation directly in the flow of work.

Role Overview

At Whatfix, 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 the customers to realize the potential of Whatfix.
• Understand customer's 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 the 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, showcase ROI.
• Ensure customer retention by negotiating and closing renewals.
• Identify opportunities of upselling and cross-selling along with the Account Managers.
• Establish deployment goals and desired success outcomes and then develop a plan to carry them out successfully.
• Have a strong business sense to keep looking out for new use cases and solutions using Whatfix to create a win-win situation with customers.
• Communicate and brain-storm with the product team on customer feedback and help refine 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

• Has relevant 2 to 5 years of work experience in a high-touch Customer Success / Strategic Consulting role in a B2B SaaS or Tech Product based company.
• Has worked directly with small/medium/large enterprise customers.
• Should be open to aligning with the North America timezone (5.30pm to 2.30am IST).
• Prior experience of handling quota based account portfolio, handling customer negotiations and renewals.
• Showcases exemplary written and verbal communication skills to work along with global customers.
• Passionate about solving problems by understanding customer needs. Should have a growth and learning mindset to solve additional challenges.
• Interested and aware about different applications enterprises use for their workforce and business processes.
• Has an exceptional ability to communicate and foster positive business relationships.
• Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products.
• Managed customers across different segments in the past and knows how to manage them differently.
• Exhibits a true passion for customers and for Customer Success.

Perks and Benefits (India)

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

Note

• We strive to live and breathe our Cultural Principles and encourage employees to demonstrate some of these core values - Customer First; Empathy; Transparency; Fail Fast and scale Fast; No Hierarchies for Communication; Deep Dive and innovate; Trust, Do it as you own it.
• We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status.
• We believe that being together in the office five days a week fosters open communication, strengthens our sense of community, and accelerates innovation. We offer the option to work from home up to two days per month.
• In any situation that requires additional flexibility, we're open to considering exceptions on a case-by-case basis to ensure you're supported in managing both work and life seamlessly.