Customer Success Manager - EMEA (CS - 090523)

<h2 id="job_meta"> <p>Location: Bengaluru,Karnataka,India </p> </h2> <p><strong>Who are we? </strong></p><p>Whatfix is the <strong>#1 Digital Adoption Platform</strong> (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. The company has five offices globally in the US, India, UK, and Australia, and works with Fortune 500 companies around the world. Whatfix has raised<strong> $140 million</strong> to date and is backed by marquee investors including Softbank, Sequoia, Dragoneer, and Cisco Investments. </p><p><strong>“Hustle Mode ON”</strong> is the motto we live by. </p><ul><li>Whatfix has been named among the <strong>top 20</strong> B2B tech companies alongside the likes of Adobe, PayPal, and Cisco.</li><li>With YoY revenue growth of over <strong>65</strong><strong>%</strong>, we have also been recognized among the top 20 fastest-growing SaaS companies worldwide in the <strong>SaaS 1000 list</strong>.</li><li>Recognized by Gartner as a <strong>'Global Market Leader'</strong> in the digital adoption space, and listed by LinkedIn among one of the <strong>Top 5 startups in India</strong> in 2020</li><li>Listed<strong> #143 </strong>fastest-growing company in North America 2021 as per <a href="https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/fast500-winners.html">Deloitte Technology Fast 500™</a> and recognized as  <strong>Great Place to Work 2021-2022</strong></li><li>Our Customer centricity is evident from a Customer rating of 4.7+ on platforms like G2 Crowd &amp; Gartner Peer Insights</li><li>This is what our investors have to say - <a href="https://www.bloomberg.com/news/articles/2021-06-08/softbank-backs-cloud-startup-founded-by-two-huawei-engineers">SoftBank</a> || <a href="https://medium.com/@tejeshwi.sharma/making-software-adoption-easier-with-whatfix-add6ee27794c">Sequoia</a> || <a href="https://blogs.cisco.com/innovation/tomorrows-customer-experience-why-cisco-invested-in-whatfix">Cisco</a> || <a href="https://eightroads.com/en/news/our-investment-in-whatfix">Eight Roads</a></li></ul><p><strong>Are you ready for the next phase of your growth?</strong></p><p>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..</p><p><strong><br/></strong><strong>What do you get to do?</strong></p><ul><li>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.</li><li>Be the product champion and consultant to enable the customers to realize the potential of Whatfix</li><li>Understand customer’s business, their application for which they have purchased Whatfix subscription for and their key digital adoption goals.</li><li>Identify product usage gaps and provide actionable solutions to the customers </li><li>Build value-based relationships with customers and create Whatfix champions </li><li>Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI, </li><li>Drive desired customer outcomes through a consultative approach </li><li>Ensure customer retention by negotiating and closing renewals </li><li>Identify opportunities of upselling and cross-selling along with the Account Managers </li><li>Identify appropriate business use cases where Whatfix can be deployed </li><li>Establish deployment goals and desired success outcomes and then develop a plan to carry them out successfully </li><li>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 </li><li>Communicate and brain-storm with the product team on customer feedback and help refine product roadmap </li><li>Work with the marketing team to execute customer surveys, case studies, etc </li><li>Identify and Process Success milestones for the customers </li><li>Optimize existing processes within the company and actively enhance all Customer Success initiatives </li><li>Drive customer advocacy through reviews, testimonials, customer meetups; and create a center of excellence within the customer's organization</li></ul><p> </p><p><strong>What you need to have/ bring to the table</strong>:</p><ul><li>Has relevant 3 to 5 years of work experience in a high-touch Customer Success / Strategic Consulting role in a B2B SaaS or Tech Product based company </li><li>Has worked directly with Large Ente