Lead Customer Success Manager (19810)

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. 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 ur 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 AI Breakthrough Award 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% - Stevie Award winner in the category (Bronze): Customer Service Department of the Year – Computer Software - 100 or More Employees. - Winner of the ISG Paragon Innovation Award in partnership with Sophos (customer) for the EMEA region and finalist in the Transformation Award category. - RemoteTech Breakthrough Awards 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 content designers. **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 enable the customers to realize the potential of Whatfix - Manage a book of business of up to 4 million USD and nurture customer relationships on these accounts. Play a mentor/coach role for the CSMs in the team. Be responsible and accountable for the customer delivery on their portfolio accounts (including customer retention). - 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 Whatfi