Customer Success Manager

Bengaluru, Karnataka, India Full-time

Whatfix is the #1 Digital Adoption Platform (DAP) for Enterprises. We are disrupting the way Application Support and Learning content is consumed by providing Contextual and Interactive Walk-Throughs inside enterprise 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). Optimal performance and adoption of any web application are attained when there is easy access to Contextual Information - inside the application at the time a task is being performed. 

 

The Whatfix Customer Success team is a fast-paced group and is looking to grow by adding over-achieving Customer Success Managers to lead the onboarding and post-sales efforts in building and delivering value to our customers. 

 

RESPONSIBILITIES:


You will be required to be involved in the entire customer lifecycle from on-boarding / pilot through the duration of their subscription period.
You will identify right business use cases where Whatfix can be applied and work with customers for getting them implemented ensuring measurable results.
Provide proper training to improve adoption of our product.
Data-driven in-approach to identify usage gaps and providing solutions with measurable results.
Build value-based relationships with customers ensuring that they remain Whatfix customers.
Negotiating and closing renewals with existing customers.
Establish deployment goals and success factors 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, usability test, etc. 

 

REQUIREMENTS:


Experience managing customers both large and small and knowing how and why to manage them differently.
Demonstrate a true passion for customers and for Customer Success.
Can handle handoffs from Sales to Onboarding and from Onboarding to Customer Success.
Demonstrate experience in account management and customer success, preferably for SaaS products.
Strong listening and coordination skills to appreciate the customer's concern and work along with the tech team to successfully resolve them.
Should have exemplary written and verbal communication skills to work along with international customers (US, Europe, etc).
4+ years experience in a customer-facing role preferably at a SaaS company. 
Should be open to working in a techno-functional role.

 

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.