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Customer Success Manager

1 month ago

Bengaluru, Karnataka, India Whatfix Full time
About Whatfix

Whatfix is the #1 Digital Adoption Platform (DAP) for Enterprises. We empower anyone, anywhere to have successful experiences with the technology they use every day, achieving greater knowledge, capability, and productivity for themselves and their organizations.

We have five offices globally in the US, India, UK, and Australia, and work with Fortune 500 companies around the world. Whatfix has raised $140 million to date and is backed by marquee investors including Softbank, Sequoia, Dragoneer, and Cisco Investments.

Why Whatfix?
  • Accelerated Growth and Expansion
  • Top decile Y-o-Y revenue growth rate of 65%
  • Doubled the workforce since 2021
  • Raised $140 million to date
  • Tripled the valuation since 2020
  • Recognized as one of the fastest-growing companies in North America in 2021 and 2022
  • Featured as one of the top 6 Best Tech Startups in San Jose by The Tech Tribune
  • Ranked among the top 20 fastest-growing SaaS companies worldwide in the SaaS 1000 list in 2022
  • Cemented Industry Leadership
  • Leader in the first-ever Forrester New WaveTM: Digital Adoption Platforms, Q4 2022
  • A Leader for the third consecutive year in the Everest Group DAP Peak Matrix 2022
  • Recognized in the 2022 Gartner Market Guide for Digital Adoption Platforms
  • Unique Exposure - With 80% of revenue generated from outside India and 75 Fortune 500 customers across the world, Whatfixers get the unique opportunity to work closely with top enterprises from day one.
  • Clients are at the heart of everything
  • Consistently scored an unprecedented 100th Percentile B2B SaaS Customer NPS during this time period, according to GrowthScore, and earned 99.5% CSAT score over the last two years -
  • 4.6/5 star ratings by both G2 Crowd Reviews and TrustRadius
  • Enjoy several accolades from Stevies, Golden Bridge Awards, CXA, and Globee Awards for excellence in customer support
  • Whatfixers come first Glassdoor rating of 4.5 99% approval rate of the CEO
  • Top 20 Places to Work For, Worldwide by Glassdoor & Battery Ventures (2022) based on
  • Top 6 Best Tech Startups in San Jose by The Tech Tribune
  • Recognized as Great Place to Work 2021-2022
  • Winner of the Stevie Award for being one of the Best Employers, Globally
  • Flexible Work Location - Work from any of the offices in Gurgaon / Gurugram & Bangalore / Bengaluru as per your convenience
  • Trusted by our investors
  • Softbank
  • Sequioa
  • Dragoneer Investment Group
  • F-Prime Capital
  • Venture Partners
  • Helion Ventures

About the Role

At Whatfix, the Customer Success team is on a mission to maximize the value our customers derive from our product and services. We are looking for a stellar Customer Success Manager who is passionate about solving real business problems for our customers and delivering best-in-class customer service. You will be part of a close-knit motivated team of rock stars consisting of success managers, solutions engineers and project managers.

Responsibilities

  • Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period. Being responsible for every aspect of the customer journey post sales handoff.
  • Be the product champion and consultant to enable the customers to realize the potential of Whatfix
  • Understand customer's business, their application for which they have purchased Whatfix subscription for and their key digital adoption goals.
  • 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 create a center of excellence within the customer's organization

Requirements

  • Has relevant 2 to 5 years of work experience in a high-touch Customer Success / Strategic Consulting role in a B2B SaaS or Tech Product based company
  • Has worked directly with Large Enterprise Customers in the Americas region .
  • 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 time zone (5.30 pm to 2 am IST) or EMEA (1 pm to 10 pm IST)
  • Prior experience of handling quota based account portfolio, handling customer negotiations and renewals
  • Showcases exemplary written and verbal communication skills to work along with Global Customers.
  • You are passionate about solving problems by understanding customer needs. Should have a growth and learning mindset to solve additional challenges.
  • You keep yourself generally aware about different applications enterprises use for their workforce and business processes.
  • 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