Customer Success Manager - 19966

Whatfix; Bengaluru; Hybrid; INR 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Best-in-class medical insurance

Education sponsorship

Global mobility programs

Performance incentives

Job summary

Whatfix is seeking a Customer Success Manager in Bengaluru to drive value and outcomes for enterprise customers. You will manage the customer journey from onboarding to renewals, champion the product, and ensure adoption across applications.

Ideal candidates have 2–6 years in high-touch CS or strategic consulting in B2B SaaS, with experience across enterprise clients and a global mindset, including EMEA alignment. Hybrid work with potential after-hours coordination.

Qualifications

• 2 to 6 years of work experience in a high-touch Customer Success / Strategic Consulting role in a B2B SaaS or Tech Product based company.
• Experience with enterprise customers (small/medium/large).
• Willing to align with the EMEA Timezone (1pm - 10pm).
• Experience handling quota-based account portfolio and customer renewals/negotiations.
• Exemplary written and verbal communication skills, with a growth mindset and ability to manage across regions.

Responsibilities

• Involve in the full customer lifecycle from onboarding through the subscription period.
• Act as product champion and consultant to drive customer outcomes and ROI.
• Understand the customer's business, applications, and digital adoption goals.
• Identify product usage gaps and provide actionable solutions.
• Build value-based relationships and develop Whatfix champions.
• Conduct Strategic Business Reviews to understand milestones and ROI.
• Negotiate renewals to ensure customer retention and explore upsell opportunities.
• Collaborate with Account Managers on upsell and cross-sell opportunities.
• Align with product and marketing teams to gather feedback and drive adoption.

Skills

Customer Success

Negotiation

Account management

Communication skills

Global customers

Growth mindset

Understanding customer needs

EMEA Timezone

Job description

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.

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

• Digital Adoption helps users get productive faster.
• Product Analytics uncovers friction and closes adoption gaps.
• Mirror allows employees to train in safe, simulated environments.

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.

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 2 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 EMEA Timezone (1pm - 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.
• 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 and 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:

• 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
• At Whatfix, we deeply value collaboration, innovation, and human connection. We believe that being together in the office five days a week fosters open communication, strengthens our sense of community, and accelerates innovation—ultimately helping us achieve our goals more effectively. At the same time, we recognize the importance of flexibility in balancing personal and professional priorities. To support this, we offer the option to work from home up to two days per month.
• In any situation that requires additional flexibility, we’re open to considering exceptions on a case‑case basis to ensure you’re supported in managing both work and life seamlessly.