Customer Solutions Leader

Whatfix Inc.; Bengaluru; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Whatfix Inc. in Bengaluru is seeking a dynamic and experienced Customer Solutions Leader to lead a high-performing team of 10-15 Solutions Engineers.

You will mentor the team, drive customer-centric solution implementations, and ensure delivery of technical solutions that maximize customer value. In this role, you will shape strategy, execution, and growth of the Solutions function, collaborate with Customer Success, Product and Engineering, and uphold strong architecture standards to enable

Qualifications

• 12+ years in Solutions Engineering, Implementation, or Technical Consulting with KPI track record.
• Hands-on frontend background in enterprise software, with HTML5/CSS3/JS and architecture standards.
• Experience using AI to develop solutions and improve operations.
• Bachelor's in Computer Science or related field preferred.
• Strong UX, digital transformation, and customer success experience.
• Excellent communication and stakeholder management skills.
• Ability to prioritize in a fast-paced environment.
• Passion for innovation and measurable customer impact.

Responsibilities

• Strategic leadership: drive customer solutions strategy, capacity planning, and resource optimization.
• Technical governance: design deployments and onboarding to ensure scalable, high-impact implementations.
• Customer health & retention: monitor health metrics and proactively drive value realization.
• Talent management: lead hiring, performance, and onboarding for solution engineers.
• Leadership & culture: mentor engineers into leadership roles and foster high-performance culture.
• Product liaison: work with Product/Engineering to address customer pain points and influence roadmaps.
• Operations: define delivery standards, manage SLAs, root-cause analysis, and quality control.

Skills

Leadership

Solutions Engineering

Technical Coaching

AI in Solutions

Frontend (HTML/CSS/JS)

Education

Bachelor's in Computer Science

Tools

HTML5

CSS3

JavaScript (ES5/ES6)

Job description

Who are we?

Founded in 2014 by Khadim Batti and Vara Kumar, Whatfix is a leading global B2B SaaS provider and the largest pure-play enterprise digital adoption platform (DAP). Whatfix empowers companies to maximize the ROI of their digital investments across the application lifecycle, from ideation to training to the deployment of software. Driving user productivity, ensuring process compliance, and improving user experience of internal and customer-facing applications.

Spearheading the category with serial innovation and unmatched customer-centricity, Whatfix is the only DAP innovating beyond the category, positioning itself as a comprehensive suite for GenAI-powered digital adoption, analytics, and application simulation. Whatfix product suite consists of 3 products - DAP, Product Analytics, and Mirror. This product suite helps businesses accelerate ROI on digital investments by streamlining application deployment across its lifecycle.

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

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

Investors: Raised a total of ~$270 million. Most recently Series E round of $125 Million 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 Investments, Peak XV Partners, and Stellaris Venture Partners.

• 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 only vendor recognized as a Customers’ Choice in the 2024 Gartner® Voice of the Customer for Digital Adoption Platforms has once again earned the Customers’ Choice distinction in 2025. 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%

• Only DAP to be among the top 35% companies worldwide in sustainability excellence with EcoVadis Bronze Medal

On the G2 peer review platform, Whatfix has received 77 Leader badges across all market segments, including Small, Medium, and Enterprise, in 2024, among numerous other industry recognitions.

About the Role

We are seeking a dynamic and experienced Customer Solutions Leader to lead a high-performing team of 10-15 Solutions Engineers. The leader In this role, upholds high technical architecture standards, drives operational excellence, shapes talent growth, and ensures seamless cross-functional collaboration with Customer Success, Product and Engineering teams to deliver long-term customer value. You will be responsible for mentoring the team, driving customer-centric solution implementations, and ensuring the successful delivery of technical solutions that promote user adoption and maximize customer value. You will play a critical role in shaping the strategy, execution, and growth of our Solutions function.

Key Responsibilities

• Strategic Leadership: Drive Customer Solutions strategy, capacity planning, and resource optimization across assigned regions or product lines.

• Technical Governance: Manage solution design, deployment, and customer onboarding to ensure timely, scalable, and high-impact implementations. Establish solution architecture standards and ensure overall solution quality and delivery excellence.

• Customer Health & Retention: Monitor customer health metrics, execute proactive interventions, and drive value realization. Act as a trusted technical advisor for key accounts and resolve complex customer escalations.

• Talent Management: Lead hiring, performance management, career development, and onboarding for solution engineering staff.

• Leadership & Culture: Mentor mid-level engineers into leadership roles and foster an inclusive, high-performance team culture.

• Product Liaison: Partner with Product and Engineering leadership to address customer pain points and influence product roadmaps.

• Operational Frameworks: Define delivery standards, manage SLAs, perform root-cause analysis, and enforce quality control.

Qualifications:

• 12+ years of experience in a Solutions Engineering, Implementation, or Technical Consulting role, with a proven history of meeting or exceeding core performance KPIs.

• Hands-on technical background (front end) in enterprise software solutions, integration architecture, and enterprise application onboarding. Experience with HTML5, CSS3 (Animation, Grid, Flexbox), vanilla JavaScript(ES5, ES6 and beyond) would be great to have. Sets technical architecture standards and solves high-risk technical bottlenecks.

• Proven capability to leverage AI for developing solutions, building internal tools, and driving operational efficiency improvements.

• Bachelors in Computer Science or a related field is strongly preferred

• Deep understanding of user experience, digital transformation, and customer success methodologies.

• Excellent communication, collaboration, and stakeholder management skills.

• Demonstrated ability to prioritize in a fast-paced, evolving environment while maintaining attention to detail.

• Passion for innovation, problem-solving, and delivering measurable customer impact.