Customer Success Manager

Who are we

Whatfix is an AI platform advancing the userization of enterprise applications, empowering companies to maximize the ROI of their digital investments. Technology needs adoption. It's no different for AI. As AI reshapes roles, workflows, and human-machine interactions, it also introduces new layers of complexity and user friction. This is where Whatfix plays a pivotal role. A decade old DNA of empowering people to succeed with technology and not replacing them. We call this philosophy Userization: the belief that technology must adapt to the user, not the other way around.

At the heart of userization philosophy is ScreenSense, our proprietary AI engine, which continuously interprets both the context of what users are doing in an application or an AI tool and the intent behind their actions. By combining these signals, Whatfix delivers real-time guidance, nudges, knowledge, and automation directly in the flow of work.

This intelligence powers our entire product suite.

• Digital Adoption helps users get productive faster.

• Product Analytics uncovers friction and closes adoption gaps.

• Mirror allows employees to train in safe, simulated environments.

These are embedded with Whatfix AI Agents which supercharge creation, insights, and user guidance.

Our upcoming AI-first products are already creating a buzz in the market.

• Seek is an AI-native assistant that not only knows your business context but can also act across applications to get work done on your behalf.

• Whatfix Mirror 2.0 is the world's only System plus Role simulation with a complete assessment to lead the Gen AI simulation category.

Together, these products reflect Whatfix's commitment to building enterprise-ready AI teammates that maximize productivity and ROI. It gives users a unified, intelligent way to find answers across systems, apps, and knowledge silos and helps anyone looking to deliver fast and contextual answers.

Whatfix is bridging the gap between rapid technological change and human enablement-ensuring AI is not only embedded but also usable, trusted, and outcome-driven for every employee.

At Whatfix, we're not just making software easier-we're making AI work for people.

The company has seven offices across the US, India, UK, Germany, Singapore, and Australia and a presence across 40+ countries.

Customers: 700+ enterprise customers, including 80+ Fortune 500 companies such as Shell, Schneider Electric, and UPS Supply Chain Solutions.

Investors: A total of $270 million USD has been raised as yet. Most recently Series E round of $125 Million USD led by Warburg Pincus, with participation from existing investor SoftBank Vision Fund 2. Other investors include Cisco Investments, Eight Roads Ventures (A division of Fidelity Investments), Dragoneer, Peak XV Partners, and Stellaris Venture Partners.

Whatfix's leadership is consistently recognized across top industry analysts and business rankings:

• Won the 2025 for the Overall AI-based Analytics Solution of the Year

• Only DAP to be recognized as a Leader across various DAP reports for the past 5+ years by leading analyst firms like Gartner, Forrester, IDC, and Everest Group.

• 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.

• Named a Gartner Customers Choice for DAP for the second year in a row (2024 and 2025)-the only vendor in the market to earn this distinction consecutively.

• We also boast a star rating of 4.6 on G2 Crowd, 4.5 on Gartner Peer Insights, and a super-high CSAT of 99.8%

• Award winner in the category (Bronze): Customer Service Department of the Year - Computer Software - 100 or More Employees.

• Winner of the Innovation Award in partnership with Sophos (customer) for the EMEA region and finalist in the Transformation Award category.

• winner for Software Asset Management Solution of the Year

These recognitions are matched by business performance:

• Highest-Ranking DAP on 2023 Deloitte Technology Fast 500 North America for Fifth Consecutive Year

• Listed on the Financial Times & Statista's High-Growth Companies Asia-Pacific 2025 list.

• 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

Be one of the key Leaders in this awesome journey of building a billion-dollar company!

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 drive desired customer outcomes and enable the customers to realize the potential of Whatfix

• Understand customer's business, their application for which they have purchased a Whatfix subscription 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

• Ensure customer retention by negotiating and closing renewals

• Identify opportunities of upselling and cross-selling along with the Account Managers

• 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

• 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 1 to 6 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 small/medium/large enterprise customers
• 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 timezone (5:30pm to 2:30am 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.

• Passionate about solving problems by understanding customer needs. Should have a growth and learning mindset to solve additional challenges.

• Interested and 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 & 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