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Who are we? 

Whatfix is a data-driven digital adoption platform (DAP) that enables organizations and users to maximize the benefits of software. Whatfix acts as an interactive overlay on top of any application to guide users with real-time guidance, self-help support, and user feedback. With product analytics and AI, Whatfix enables scalable success with technology, maximizing productivity, and leveraging data-driven insights for better decision-making. The company has seven offices globally in the US, India, UK, Germany, Singapore, and Australia, and works 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. 

Hustle Mode ON” is the motto we live by. 

  • Whatfix has been named among the top 20 B2B tech companies like Adobe, PayPal, and Cisco.
  • With YoY revenue growth of over 65%, we have also been recognized among the top 20 fastest-growing SaaS companies worldwide in the SaaS 1000 list.
  • Recognized by Forrester and Everest Group as a 'Leader' in the digital adoption space, and listed by LinkedIn among one of the Top 5 startups in India in 2020
  • Listed in Deloitte Technology Fast 500™ among fastest-growing companies in North America for 2022 and 2021 and recognized as Great Place to Work 2022-2023
  • Our Customer centricity is evident from a Customer rating of 4.67 on G2 Crowd & 4.7 on Gartner Peer Insights

Are you ready for the next phase of your growth?

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..

What do you get to do?

  • 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

What you need to have/ bring to the table:

  • Has relevant 3 to 8 years of work experience (CSM - 3 to 5 yrs; Sr CSM - 6 to 8 yrs; Lead or Principal CSM - More than 8 yrs) 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/EMEA 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 am to 2 pm IST) or EMEA time zone (1 pm to 10pm)
  • 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 

Perks & Benefits (India) 

  • Best-in-class medical insurance coverage
  • Free lunch & dinner buffet 
  • Doorstep cab drop facility 
  • Education sponsorship 
  • Internal job transfer 
  • Scope to represent Whatfix at global events
  • Onsite customer travel and business meetings
  • We also provide uncapped incentives, bonus plans and opportunities to employees (especially those in GTM teams) to travel to meet our global customers

Note: 

  • We strive to live and breathe our Cultural Principles and encourage employees to demonstrate some of these core values - Customer First; Empathy; Transparency; Fail Fast and scale Fast; No Hierarchies for Communication; Deep Dive and innovate; Trust, Do it as you own it; 
  • 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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Confirmed 8 hours ago. Posted 30+ days ago.

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