Customer Success Manager E1E2 (CS 240725)
Customer Success Manager E1E2 (CS 240725)
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Job Description
Please note: This opportunity is exclusively onsite.
Location: Bengaluru only
Who are we
Whatfix is a leading global B2B SaaS provider and the largest pure-play digital adoption platform (DAP). Whatfix empower organizations to maximize the ROI of their digital investments by tailoring it for the needs of each unique user.
Spearheading the category with serial innovation and unmatched customer-centricity Whatfix is the only DAP innovating beyond the category. Their product suite offers three powerful tools: Digital adoption to help users right within any software no-code Product Analytics to uncover and resolve adoption gaps and Mirror for application simulation driving safe hands-on learning in software replicas.
The company has seven offices across the US India UK Germany Singapore and Australia and a presence across 40 countries.
Customers: 700 enterprise customers including 80 Fortune 500 companies such as Shell Schneider Electric and UPS Supply Chain Solutions.
Investors: A total of $270 million USD has been raised as yet. Most recently Series E round of $125 Million USD led by Warburg Pincus with participation from existing investor SoftBank Vision Fund 2. Other investors include Cisco Investments Eight Roads Ventures (A division of Fidelity Investments) Dragoneer Peak XV Partners and Stellaris Venture Partners.
Whatfixs leadership is consistently recognized across top industry analysts and business rankings:
Only DAP to be recognized as a Leader across various DAP reports for the past 5 years by leading analyst firms like Gartner Forrester IDC and Everest Group.
With over 45% YoY sustainable annual recurring revenue (ARR) growth Whatfix is among the Top 50 Indian Software Companies as per G2 Best Software Awards.
Named a Gartner Customers Choice for DAP for the second year in a row (2024 and 2025)the only vendor in the market to earn this distinction consecutively.
We also boast a star rating of 4.6 on G2 Crowd 4.5 on Gartner Peer Insights and a super-high CSAT of 99.8%
Won the 2025 AI
Breakthrough Award in the Overall AI-based Analytics Solution of the Year category
Winner of the ISG Paragon Innovation Award in partnership with Sophos (customer) for the EMEA region and finalist in the Transformation Award category.
RemoteTech Breakthrough Awards winner for Software Asset Management Solution of the Year
These recognitions are matched by business performance:
Highest-Ranking DAP on 2023 Deloitte Technology Fast 500 North America for Fourth Consecutive Year
Listed on the Financial Times & Statistas High-Growth Companies Asia-Pacific 2025 list.
Won the Silver for Stevies Employer of the Year 2023 Computer Software category and also recognized as Great Place to Work 2022-2023
Only DAP to be among the top 35% companies worldwide in sustainability excellence with EcoVadis Bronze Medal
Are you ready for the next phase of your growth
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 customers 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 customers organization
What you need to have/ bring to the table:
- Has relevant 1 to 6 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
- Being an organization that believes in a flat hierarchy we have only 1 people manager per region for the CS team and everyone else including those with 15 yrs of Customer Facing experience add value to Whatfix and its customers in the capacity of an individual contributor
- Should be open to aligning with the US 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 & Benefits (India):
Best-in-class medical insurance coverage
Free lunch & dinner buffet
Doorstep cab drop facility
Education sponsorship
Internal job transfer
Scope to represent Whatfix at global events
Onsite customer travel and business meetings
We also provide uncapped incentives bonus plans and opportunities to employees (especially those in GTM teams) to travel to meet our 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
At Whatfix we deeply value collaboration innovation and human connection. We believe that being together in the office five days a week fosters open communication strengthens our sense of community and accelerates innovationultimately helping us achieve our goals more effectively. At the same time we recognize the importance of flexibility in balancing personal and professional priorities. To support this we offer the option to work from home up to two days per month.
In any situation that requires additional flexibility were open to considering exceptions on a case-by-case basis to ensure youre supported in managing both work and life seamlessly.
Required Experience:
Manager
Employment Type
Full-Time
