Head of Customer Success (EL3) - Federal - CS170725

Who are we

Founded in 2014 by Khadim Batti and Vara Kumar Whatfix is a leading global B2B SaaS provider and the largest pure-play enterprise digital adoption platform (DAP). Whatfix empowers companies to maximize the ROI of their digital investments across the application lifecycle from ideation to training to the deployment of software. Driving user productivity ensuring process compliance and improving user experience of internal and customer-facing applications.

Spearheading the category with serial innovation and unmatched customer-centricity Whatfix is the only DAP innovating beyond the category positioning itself as a comprehensive suite for GenAI-powered digital adoption analytics and application simulation. Whatfix product suite consists of 3 products - DAP Product Analytics and Mirror. This product suite helps businesses accelerate ROI on digital investments by streamlining application deployment across its lifecycle.

Whatfix has seven offices across the US India UK Germany Singapore and Australia and a presence across 40 countries.

Customers: 700 enterprise customers including over 80 Fortune 500 companies such as Shell Microsoft Schneider Electric and UPS Supply Chain Solutions.

Investors: Raised a total of $270 million. Most recently Series E round of $125 Million 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 Investments Peak XV Partners and Stellaris Venture Partners.

• 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.

• Recognized as a Leader in the digital adoption platforms (DAP) category for the past 4 years by leading analyst firms like Gartner Forrester IDC and Everest Group.

• The only vendor recognized as a Customers Choice in the 2024 Gartner Voice of the Customer for Digital Adoption Platforms has once again earned the Customers Choice distinction in 2025. We also boast a star rating of 4.6 on G2 Crowd 4.5 on Gartner Peer Insights and a high CSAT of 99.8%

• Highest-Ranking DAP on 2023 Deloitte Technology Fast 500 North America for Fourth Consecutive Year

• 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

• On the G2 peer review platform Whatfix has received 77 Leader badges across all market segments including Small Medium and Enterprise in 2024 among numerous other industry recognitions.

Be one of the key Leaders in this awesome journey of building a billion-dollar company!

Key skill sets/competencies for the role:

Functional Skills/Competencies:
The ideal candidatebringing over 11 years of customer success experience in SaaSwill have a strong command of customer success methodologies and a demonstrated ability to apply them effectively within a specialized industry context.

Customer Relationship Management:

• Strategic Account Management: Ability to develop and execute account plans for key enterprise customers identifying opportunities for growth expansion and deepened partnerships within the specified domain.

• Executive Stakeholder Engagement: Proven ability to build and maintain strong relationships with C-suite and senior-level stakeholders acting as a trusted advisor and understanding their strategic objectives within the domain vertical.

• Escalation Management: Expert in handling and resolving complex customer issues and escalations efficiently minimizing churn risk and maintaining customer satisfaction.

Customer Success Best Practices:

• Onboarding & Adoption: Deep understanding of best practices for successful customer onboarding and driving feature adoption tailored to the specific workflows and challenges of the domain.

• Value Realization: Ability to articulate and demonstrate the quantifiable value of Whatfix to customers linking product usage to their business outcomes and ROI within the domain context.

• Renewals & Expansion: Demonstrated success in driving renewals and identifying opportunities for upsell and cross-sell leveraging deep understanding of customer needs and industry trends.

Data Analysis & Reporting:

• Performance Monitoring: Proficiency in tracking and analyzing customer health metrics identifying trends and proactively addressing potential risks within their assigned accounts.

• Business Review Preparation: Ability to prepare and deliver insightful Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) that showcase value address challenges and align with customer goals.

Cross-functional Collaboration:

• Internal Alignment: Strong ability to collaborate effectively with Sales Product Marketing and Support teams to advocate for customer needs and ensure a cohesive customer experience.

• Technical skills/competencies: This role requires a blend of technical aptitude to understand the Whatfix platform and deep knowledge of the specific domains technological landscape.

Whatfix Platform Proficiency:

• Advanced Product Knowledge: In-depth understanding of Whatfixs features functionalities and use cases with the ability to articulate how the platform solves specific problems within the target domain.

• Implementation & Configuration (Conceptual): While not a hands-on implementation role the candidate should possess a strong conceptual understanding of how Whatfix is implemented and configured within various enterprise systems common to the domain.

• Troubleshooting & Diagnostics (Basic): Ability to perform initial troubleshooting of common Whatfix-related issues and effectively communicate technical details to support teams.

Domain-Specific Technology Acumen:

• Industry Software & Platforms: Deep familiarity with the prevalent software applications CRM systems (e.g. Salesforce Microsoft Dynamics) ERPs (e.g. SAP Oracle) HRIS (e.g. Workday SuccessFactors) or other critical tools widely used within the specified domain vertical (e.g. Healthcare Financial Services Retail).

• Digital Adoption Trends (Domain-specific): Understanding of the unique challenges and opportunities related to digital adoption and change management within the chosen industry.

• Data Privacy & Security (Domain-specific): Awareness of specific data privacy regulations (e.g. GDPR HIPAA CCPA) and security considerations relevant to the domain.

Analytical Tools:

• CRM Usage: Proficiency in using CRM systems (e.g. Salesforce Service Cloud) for tracking customer interactions managing cases and reporting.

• Product Analytics Tools (Preferred): Familiarity with product analytics platforms (e.g. Mixpanel Pendo Gainsight) to interpret user behavior data.

• Behaviors and mindset/abilities: Beyond skills the successful candidate will embody a proactive customer-centric and growth-oriented approach uniquely adapted to the demands of their domain.

Customer Advocacy & Empathy:

• Deep Customer Understanding: Possesses an innate curiosity to understand customer challenges and business objectives deeply specifically within the nuances of the domain vertical.

• Proactive Problem Solver: Takes initiative to identify potential issues before they arise and proposes solutions that align with customer goals and Whatfixs capabilities.

• Trusted Advisor Mentality: Earns the trust and respect of customers by consistently providing valuable insights and demonstrating a genuine commitment to their success.

Strategic & Business Acumen:

• Commercial Awareness: Understands the business drivers competitive landscape and strategic priorities within the specific domain vertical.

• Outcome-Oriented: Focused on helping customers achieve measurable business outcomes not just on product usage.

• Adaptability & Agility: Able to thrive in a fast-paced evolving environment adapting to new product features market changes and customer demands specific to the domain.

Leadership & Influence:

• Mentorship & Coaching: Ability to guide and mentor junior CSMs or team members on best practices specific to the domain vertical.

• Influence Without Authority: Proven ability to influence internal and external stakeholders to achieve positive customer outcomes.

• Communication Excellence: Exceptional verbal and written communication skills capable of articulating complex ideas clearly and persuasively to diverse audiences (technical and non-technical internal and external).

Continuous Improvement & Learning:

• Growth Mindset: Committed to continuous learning and staying updated on industry trends best practices in customer success and advancements within their specific domain vertical.

• Feedback Orientation: Actively seeks and incorporates feedback to improve performance and processes.

Perks & 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

• 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.