Customer Success Manager / Senior CSM (Enterprise)

Bengaluru, Karnataka, India | Customer Success | Full-time | COVID-19 remote

Apply

Who are we? 

Whatfix is the #1 Digital Adoption Platform (DAP) for Enterprises. We provide large enterprises (Mostly Fortune 1000 companies) with a SaaS platform that helps accelerate product adoption and reduce support/training efforts by providing Contextual and Step by step guidance inside any web application at the exact time a task is being performed.We are disrupting the way Learning content and Application Support are consumed.


The product has redefined the way companies onboard, train, and provide support to users! Our global Customer Success team (India, US, UK, Australia & Germany) of around 80+ members is working with large enterprises spread across the North American (70%), European (20%), and ANZ (10%) regions. Customer Success has been one of the growth pillars and is of strategic importance for Whatfix.

 

IMPORTANT RESUME GUIDELINES: Click Here 


What will you get to do?

  • Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period 
  • Provide product training to enable the customers to realize the potential of Whatfix 
  • 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, 
  • Drive desired customer outcomes through a consultative approach 
  • Ensure customer retention by negotiating and closing renewals 
  • Identify opportunities of upselling and cross-selling along with the Account Managers 
  • Identify appropriate business use cases where Whatfix can be deployed 
  • 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 
  • Identify and Process Success milestones for the customers 
  • Optimize existing processes within the company and actively enhance all Customer Success initiatives 
  • Drive customer advocacy through reviews, testimonials, customer meetups; and creating a center of excellence within the customer's organization 

 

Our ideal Customer Success Manager: 

  • Has relevant 3 to 7 years of work experience (CSM - 3 to 5 yrs; Sr CSM - 4 to 6 yrs; Lead or Principal CSM - More than 7 yrs)  in a high-touch Customer Success / Strategic Consulting role in a B2B SaaS or Tech Product based company 
  • 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 / EU time zone (5 PM to 2:00 AM / 1 PM to 10 PM IST). Note - The company does provide free lunch + dinner, and a cab drop facility with an additional allowance for the ones working in the US time zone. 
  • Showcases exemplary written and verbal communication skills to work along with Global Customers 
  • Has worked directly with Large Enterprise Customers in the Americas or European region  
  • 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  

 

What sets us apart from the rest?

  • With many Fortune 500 companies already onboard as customers, Whatfix has been named among the top 20 B2B tech companies alongside the likes of Adobe, PayPal, and Cisco. 
  • The kind of elite customer base that we have, despite being a mid-sized Indian company is simply unheard of! 
  • With YoY revenue growth of over 300%, we have also been recognized among the top 20 fastest-growing SaaS companies worldwide in the SaaS 1000 list 
  • We have also been recognized by Gartner as a Global Market Leader in the digital adoption space, and listed by LinkedIn amongst one of the Top 5 startups in India! 
  • Our Customer centricity is evident from a Customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights 
  • This is what our investors have to say - SoftBank || Sequoia || Stellaris || Cisco || Eight Roads || Helion Ventures 

 

Please Note: 

  • We don't believe in keeping the applicants hanging and give very high importance to closing the loop irrespective of the outcome of your application. In case you don't hear from us within 2 weeks of applying for this role, please reach out to Remya on LinkedIn 
  • 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