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Senior Customer Success Manager
Whatfix
posted 3mon ago
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Fixed timing
Key skills for the job
Job Description
- 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 enable the customers to realize the potential of Whatfix
- Understand customer s business, their application for which they have purchased Whatfix subscription for 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,
- Drive desired customer outcomes through a consultative approach
- Ensure customer retention by negotiating and closing renewals
- Identify opportunities of 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 create a center of excellence within the customers organization
- Has relevant 3 to 8 years of work experience (CSM - 3 to 5 yrs; Sr CSM - 6 to 8 yrs) in a high-touch Customer Success / Strategic Consulting role in a B2B SaaS or Tech Product based company
- Has worked directly with Large Enterprise Customers in the Americas/EMEA or ANZ region .
- 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 (5:30 pm to 2:30 am), EMEA (1 pm to 10 pm IST), or ANZ (5 am to 2 pm) timezone
- 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.
- You are passionate about solving problems by understanding customer needs. Should have a growth and learning mindset to solve additional challenges.
- You keep yourself generally 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
- Best-in-class medical insurance coverage
- Free lunch & dinner buffet
- Doorstep cab drop facility
- Education sponsorship
- Internal job transfer
- Scope to represent Whatfix at global events
- Onsite customer travel and business meetings
- We also provide uncapped incentives, bonus plans and opportunities to employees (especially those in GTM teams) to travel to meet our global customers
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
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