Job Description

Who are we?

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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% Highest-Ranking DAP on 2023 Deloitte Technology Fast 500(TM) North America for Fourth 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 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.
Be one of the key Leaders in this awesome journey of building a billion-dollar company!

Key skill sets/competencies for the role:

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Functional Skills/Competencies:

The ideal candidate--bringing over 11 years of customer success experience in SaaS--will have a strong command of customer success methodologies and a demonstrated ability to apply them effectively within a specialized industry context.



Customer Relationship Management:


Strategic Account Management: Ability to develop and execute account plans for key enterprise customers, identifying opportunities for growth, expansion, and deepened partnerships within the specified domain. Executive Stakeholder Engagement: Proven ability to build and maintain strong relationships with C-suite and senior-level stakeholders, acting as a trusted advisor and understanding their strategic objectives within the domain vertical. Escalation Management: Expert in handling and resolving complex customer issues and escalations efficiently, minimizing churn risk, and maintaining customer satisfaction.
Customer Success Best Practices:


Onboarding & Adoption: Deep understanding of best practices for successful customer onboarding and driving feature adoption, tailored to the specific workflows and challenges of the domain. Value Realization: Ability to articulate and demonstrate the quantifiable value of Whatfix to customers, linking product usage to their business outcomes and ROI within the domain context. Renewals & Expansion: Demonstrated success in driving renewals and identifying opportunities for upsell and cross-sell, leveraging deep understanding of customer needs and industry trends.
Data Analysis & Reporting:


Performance Monitoring: Proficiency in tracking and analyzing customer health metrics, identifying trends, and proactively addressing potential risks within their assigned accounts. Business Review Preparation: Ability to prepare and deliver insightful Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) that showcase value, address challenges, and align with customer goals.
Cross-functional Collaboration:


Internal Alignment: Strong ability to collaborate effectively with Sales, Product, Marketing, and Support teams to advocate for customer needs and ensure a cohesive customer experience. Technical skills/competencies: This role requires a blend of technical aptitude to understand the Whatfix platform and deep knowledge of the specific domain's technological landscape.
Whatfix Platform Proficiency:


Advanced Product Knowledge: In-depth understanding of Whatfix's features, functionalities, and use cases, with the ability to articulate how the platform solves specific problems within the target domain. Implementation & Configuration (Conceptual): While not a hands-on implementation role, the candidate should possess a strong conceptual understanding of how Whatfix is implemented and configured within various enterprise systems common to the domain. Troubleshooting & Diagnostics (Basic): Ability to perform initial troubleshooting of common Whatfix-related issues and effectively communicate technical details to support teams.
Domain-Specific Technology Acumen:


Industry Software & Platforms: Deep familiarity with the prevalent software applications, CRM systems (e.g., Salesforce, Microsoft Dynamics), ERPs (e.g., SAP, Oracle), HRIS (e.g., Workday, SuccessFactors), or other critical tools widely used within the specified domain vertical (e.g., Healthcare, Financial Services, Retail). Digital Adoption Trends (Domain-specific): Understanding of the unique challenges and opportunities related to digital adoption and change management within the chosen industry. Data Privacy & Security (Domain-specific): Awareness of specific data privacy regulations (e.g., GDPR, HIPAA, CCPA) and security considerations relevant to the domain.
Analytical Tools:


CRM Usage: Proficiency in using CRM systems (e.g., Salesforce Service Cloud) for tracking customer interactions, managing cases, and reporting. Product Analytics Tools (Preferred): Familiarity with product analytics platforms (e.g., Mixpanel, Pendo, Gainsight) to interpret user behavior data. Behaviors and mindset/abilities: Beyond skills, the successful candidate will embody a proactive, customer-centric, and growth-oriented approach, uniquely adapted to the demands of their domain.
Customer Advocacy & Empathy:


Deep Customer Understanding: Possesses an innate curiosity to understand customer challenges and business objectives deeply, specifically within the nuances of the domain vertical. Proactive Problem Solver: Takes initiative to identify potential issues before they arise and proposes solutions that align with customer goals and Whatfix's capabilities. Trusted Advisor Mentality: Earns the trust and respect of customers by consistently providing valuable insights and demonstrating a genuine commitment to their success.
Strategic & Business Acumen:


Commercial Awareness: Understands the business drivers, competitive landscape, and strategic priorities within the specific domain vertical. Outcome-Oriented: Focused on helping customers achieve measurable business outcomes, not just on product usage. Adaptability & Agility: Able to thrive in a fast-paced, evolving environment, adapting to new product features, market changes, and customer demands specific to the domain.
Leadership & Influence:


Mentorship & Coaching: Ability to guide and mentor junior CSMs or team members on best practices specific to the domain vertical. Influence Without Authority: Proven ability to influence internal and external stakeholders to achieve positive customer outcomes. Communication Excellence: Exceptional verbal and written communication skills, capable of articulating complex ideas clearly and persuasively to diverse audiences (technical and non-technical, internal and external).
Continuous Improvement & Learning:


Growth Mindset: Committed to continuous learning and staying updated on industry trends, best practices in customer success, and advancements within their specific domain vertical. Feedback Orientation: Actively seeks and incorporates feedback to improve performance and processes.

Perks & Benefits (India)

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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:

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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-by-case basis to ensure you're supported in managing both work and life seamlessly.