Customer Success Manager

San Jose, California, United States Full-time

About Us

Whatfix  disrupts the way Application Support and Learning content is consumed by providing Contextual and Interactive Walk Throughs inside applications at the exact time a task is being performed.  

We provide enterprises with a Software Platform that allows them to create Interactive Guides or Flows that sit as an overlay inside any web application. Flows are Contextual - appear based on where you are in the application (location) and who you are (role).. Whatfix Flows help with new user on boarding, ongoing customer support and training that results in Accelerated Product Adoption.  More than 250 enterprises like HP, BMC, Oracle, Cisco, Salvation Army, Accenture, Heineken and many more have implemented Whatfix and we have a growing list of partners with ISVs and the channel.   

The Whatfix Customer Success team is a fast-paced group and is looking to grow by adding an over-achieving an Account Manager who has a strong work ethic and is excited by the opportunities that come with growing an innovative SaaS company. 

About the Role 

  • The Account Manager position is a quota carrying position. As an early member of the team, you'll help shape process, manage customer’s retention lifecycle, negotiate the price, unearth expansion opportunities and close renewals to achieve annual targets.
  • Your experience identifying business problems and working cross-functionally to provide solutions, as well as building relationships with important decision makers within the current accounts will be crucial to your success.
  • You will direct business value assessment alongside Whatfix Customer Success Managers to ensure our customers gain the most return on investment from Whatfix.
  • The success of this role means higher customer satisfaction, increased retention, and expansion velocity.

Role & Responsibilities

  • Comprehensive understanding of Whatfix product and demonstrate return on investment to customer executive team
  • Build relationships with the executive team; drive high engagement and demonstrate value realization of Whatfix through Executive Business Reviews and other channels. 
  • Partner with the Customer Success to maintain a high retention rate, ensure on-time renewals and create expansion opportunities (up-sell, add-on, cross-sell, etc.)
  • Hold strategic workshops and business reviews with executive sponsors to drive enterprise-wide adoption
  • Proactively manage and grow business footprint for a portfolio of assigned customers
  • Own the account-level relationship with clients through various mechanisms - online, traveling to customer locations for face to face meetings 
  • Drive Customer Success playbooks,  product adoption programs to drive better customer retention  & expansion strategy
  • Comfortable with product level details - be able to handle/defend questions pertaining to high-level technology requirements for Whatfix.
  • Close renewal and expansion business, meeting and exceeding quota
  • Strategically navigate large enterprises for growing their mentoring
  • Proactively identify and resolve account success blockers that may arise
  • Drive customer advocacy initiative for their portfolio of accounts. 


  • 4+ years of SaaS account management preferably with enterprise accounts 
  • Ability to develop and deliver executive presentations
  • Strong interpersonal skills, particularly via phone and virtual meetings
  • Consultative and friendly
  • Proficiency in G-Suite
  • Ability to travel domestically and internationally as needed.

 Desired Skills

  • Customer Success Tool & other tools (Gainsight, Totango, Salesforce, Jira, Zendesk, Google Apps, etc.)
  • A history of evangelical sales
  • Experience in the learning and development industry and/or selling to HR / L&D / Sales Enablement Team
  • Prior knowledge of JavaScript / HTML 
  • Project management experience 

Perks / Benefits

  • Unlimited PTO policy
  • Medical, Dental, and Vision coverage
  • 401 K Plan
  • Free parking onsite
  • Free gym access

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.