Who are we?
Whatfix is a leading global B2B SaaS organization and the largest pure-play enterprise digital adoption platform solution provider.
Utilizing GenAI technology, Whatfix enhances all stages of software deployment with application simulation, product analytics, and digital adoption, driving business outcomes such as increased revenue win rates, cost reduction, risk compliance, enhanced productivity, and improved user experience.
We have seven offices in the US, India, UK, Germany, Singapore, and Australia, supporting 700+ global customers, including 80+ Fortune 500 companies. Whatfix has raised $140 million to date and is backed by marquee investors, including Softbank, PeakXV, Dragoneer, and Cisco Investments.
With over 45% YoY sustainable annual recurring revenue (ARR) growth, Whatfix is among the “Top 50 Indian Software Companies” as per G2 Best Software Awards.
Recognized as a “Leader” in the digital adoption platforms (DAP) category for the past 4+ years by leading analyst firms like Gartner, Forrester, IDC, and Everest Group.
The sole vendor named as Customers’ Choice: 2024 Gartner® Voice of the Customer for Digital Adoption Platform Report. We also boast a star rating of 4.6 on G2 Crowd 4.5 on Gartner Peer Insights and a high CSAT of 99.8%
Highest-Ranking DAP on 2023 Deloitte Technology Fast 500™ North America for Third Consecutive Year
Won the Silver for Stevie's Employer of the Year 2023 – Computer Software category and also recognized as Great Place to Work 2022-2023
Only DAP to be among the top 35% companies worldwide in sustainability excellence with EcoVadis Bronze Medal
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 Leader 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 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 proactive & consultative approach
Ensure customer retention by negotiating and closing renewals
Identify opportunities for 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 Leader:
Has 8 to 10 years of work experience in a high-touch Customer Success or Consulting role
S/he should've worked extensively with B2B Software Product or Consulting firms
Must have experience building over-achieving CS Teams
Willingness to travel to customer locations if required
Should be open to aligning with the NA time zone (5.30 PM to 2.30 AM IST).
The company provides free dinner and a cab drop facility for the members working in this shift.
Showcase exemplary written and verbal communication skills to work along with Global Customers
Has worked directly with Large Enterprise Customers in the Americas region
Has an exceptional ability to communicate and foster positive business relationships
Demonstrates a deep understanding of customer's concerns regarding the use of products
Managed customers across different segments in the past and knows how to manage them differently
Must have prior basic technical experience
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 & global mobility programs
Scope to represent Whatfix at global events
We also provide uncapped incentives, bonus plans and opportunities to employees (especially those in GTM teams) to travel to meet our global customers
Note:
At Whatfix, we thrive on the power of collaboration, innovation, and human connection. We strongly believe that working together in our office (five days a week) fosters open communication, builds a sense of community, fuels innovation, and enables us to achieve our collective goals effectively.
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
