Customer Success Manager E1E2 (CS 240725)

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 empowers 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 AI journey has been an exciting one - This story is deeply tied to the story of how technology itself has evolved.

It began with the software era when enterprise applications first digitized core processes across industries a $650B opportunity. Then came the cloud and mobile era a $2.7T wave of transformation that moved businesses from on-prem to SaaS and unlocked anytime anywhere access. It was in this phase that Whatfix was born helping enterprises accelerate digital adoption by making software easier to use easier to learn and easier to extract value from.

Now we stand at the dawn of the AI era. Unlike past waves this is not just another technology shift it is foundational. AI is changing how work gets done how decisions are made and what skills are needed. The opportunity has expanded to more than $15 trillion but its not just a software story anymore its a labor story. Roles workflows and human-machine interactions are being rewritten in real time. And while AI promises speed and automation it also introduces fragmentation complexity and a new kind of user friction.

This is where Whatfix plays a pivotal role. For over a decade our DNA has been about empowering people to succeed with technology not replacing them but enabling them to thrive within it. We call this philosophy Userization: the belief that technology must adapt to the user not the other way around. At the heart of this is ScreenSense our proprietary AI engine which continuously interprets both the context of what users are doing 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.

This intelligence powers our entire product suite. Digital Adoption helps users get productive faster. Product Analytics uncovers friction and closes adoption gaps. Mirror allows employees to train in safe simulated environments. On top of these our embedded AI Agents supercharge creation insights and user guidance.

Our upcoming AI-first products are already creating a buzz in the market. Seek is an AI-native assistant that powers multiple enterprise use cases. Alongside Salesforce automation with Seek for Salesforce Agent Seek also includes a conversational AI search tool that helps users find information faster in the flow of work. Together these products reflect Whatfixs commitment to building enterprise-ready AI teammates that maximize productivity and ROI. It gives users a unified intelligent way to find answers across systems apps and knowledge silos and helps anyone looking to deliver fast and contextual answers.

Our Mirror 2.0 helps teams practice real-world conversations using dynamic AI-powered personas whether its sales support or compliance training. It is the worlds only System plus Role simulation with complete assessment to lead Gen AI simulation category.

The innovation that has gone into building these products has gained us 10 patents granted by the US patent office and we are already on our way to get a grant of 20 more patents with 2 specifically for the AI work we have done.

What sets Whatfix apart is our ability to combine breadth and depth. Unlike point solutions that either stay confined to one ecosystem or solve only for onboarding Whatfix works across web mobile desktop OS and AI-driven apps and supports the entire transformation lifecycle from planning to training to continuous improvement.

The velocity of transformation has collapsed. What once took years now happens in quarters. Enterprises cant afford to rely on outdated change management models and multi-year roadmaps. They need to adapt at the pace of AI. And that is the story of Whatfix: bridging the gap between exponential technological change and human enablement ensuring that AI becomes not just embedded but usable trusted and outcome-driven for every employee across every system in every workflow.

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%

• Stevie Award winner in the category (Bronze): Customer Service Department of the Year Computer Software - 100 or More Employees.

• 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.