Associate Customer Success Manager

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

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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.

 

Why would you join the Customer Success Team at Whatfix?

 

  • You get to own an esteemed Clientele of accounts which include the Fortune 500 organization
  • Interact with the top Management of these companies including their CXOs
  • Travel to the Client locations to conduct in-person Business Reviews
  • Get to experience the Consulting way of Customer Success and work with some of the best CSMs in the industry
  • Get to experience the continuous learning process throughout your journey with Whatfix to develop exceptional consultative skills
  • Get to interact with the top management at Whatfix on a regular basis. Yes, our CEO and CTO are also involved in helping out the CSM with the right strategy

 

What will you get to do?

  • Get involved in the entire customer lifecycle right from on-boarding the Client 
  • Provide product training to enable the customers and help them realize the potential of Whatfix
  • Partner with cross-functional team members to translate business needs and product requirements into new solutions for customers
  • Build value-based relationships with customers and create Whatfix champions 
  • Conduct Strategic Business Reviews to understand customer lifecycle milestones, communicate the value of our product, showcase their Return-On-Investment
  • Ensure customer retention by negotiating & 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 
  • Brain-storm with the product team on customer feedback & help refine the product roadmap 
  • Work with the marketing team to create Success Stories of your 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 Associate Customer Success Manager: 

  • Has 1 to 4 years of work experience in a high-touch Customer Success, Strategic Consulting, or Management Consulting role in a B2B SaaS or Tech Product based company 
  • Should be open to aligning with the US time zone (4:30/5:30 PM to 1:30/2:30 AM IST)
  • Showcases exemplary written & verbal communication skills to work along with Global Customers
  • Has worked directly with Enterprise Customers in the Americas or European region
  • Has an exceptional ability to 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

  

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 by LinkedIn amongst 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 

 

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