Customer Success Manager (London)

Who are we?

Whatfix is a leading global B2B SaaS organization and the largest pure-play enterprise digital adoption platform solution provider.

Utilizing GenAI technology, Whatfix enhances all stages of software deployment with application simulation, product analytics, and digital adoption, driving business outcomes such as increased revenue win rates, cost reduction, risk compliance, enhanced productivity, and improved user experience. 

We have seven offices in the US, India, UK, Germany, Singapore, and Australia, supporting 700+ global customers, including 80+ Fortune 500 companies. Whatfix has raised $265 million to date and is backed by marquee investors, including Warner Pincus Softbank, PeakXV, Dragoneer, and Cisco Investments. 

• 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 sole vendor named as Customers’ Choice: 2024 Gartner® Voice of the Customer for Digital Adoption Platform Report. 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%
• Highest-Ranking DAP on 2023 Deloitte Technology Fast 500™ North America for Third Consecutive Year
• 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

About the Role

As a Customer Success Manager at Whatfix, you will work with an identified number of customer accounts throughout their entire lifecycle with our company. You will develop trusted and long-lasting relationships through frequent interactions to ensure that our customers realize the full value of their investment. This role requires employees to be living in London who are fluent in German and English.

This role reports to our Head of Customer Success (EMEA & APAC).

Responsibilities:

• Trusted advisor developing a long-term partnership with the customer throughout the customer lifecycle
• Orchestrate the implementation of the customer by coordinating all activities
• Establish deployment goals and success factors and develop plan to carry them out successfully
• Identify use cases which Whatfix will cover, working with customers to implement them to reach measurable results
• Monitoring and facilitating the users’ adoption of our product by identifying usage gaps and providing solutions with measurable results
• Provide product training in order to enable customers to realize the potential of Whatfix
• Acting as the customer liaison between internal teams and the customer
• Developing ‘Success Plans’ for customers that define clear metrics for success, and reporting and tracking of the same.
• Managing the commercial process for renewals
• Communicate and brain-storm with the product team on customer feedback and help refine the product roadmap.
• Managing client escalations through to resolution with the support of Customer Success Leadership

Our ideal Client Success Manager:

• 5+ years of experience in a customer-facing role (account management, consulting, customer success) preferably at a SaaS company
• Demonstrate a true passion for customers and for Customer Success
• Ability to collaborate and build strong relationships with both customers and internal stakeholders
• Excellent organizational and project management skills and be able to prioritize your own workloads without supervision
• Excellent writing and presentation skills with proven capability to deliver a value proposition in a competitive and often challenging environment
• Self-starter who can think quickly and proactively
• Strong listening and coordination skills to appreciate the customers’ concerns and work alongside the technical team to successfully resolve them
• Should be open to working in a techno-functional role (tech curious & savvy)
• Demonstrates a deep understanding of customers’ concerns and thoughts regarding the use of products
• Must have exemplary written and verbal communication skills in both English and German
• Must be willing to travel occasionally to customer sites

Perks / Benefits 

• Mac shop, work with the newest technologies
• 30 days of PTO for the calendar year including 8-10 statutory holidays
• Monthly cell phone & internet stipend
• Pension Insurance
• Equity plan
• Medical insurance
• Long-term care insurance
• Team and company outings
• Learning and Development benefits

At Whatfix, we value collaboration, innovation, and human connection. We believe that working together in the office five days a week fosters open communication, strengthens our community, and drives innovation, helping us achieve our goals more effectively.

This role requires working onsite at our London office, located at 1 Kingdom Street, Paddington Central, London, W2 6BD.

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 is the foundation; and Do it as you own it.

Whatfix is an Equal Opportunity Employer and an E-Verify participant. All activities must comply with our Equal Opportunity Laws, ADA, and other regulations, as appropriate.

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.

Due to the global nature of our company and our hiring committee spanning different time zones, the interviews for this role will be recorded for those not in attendance to review.

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