Senior Customer Success Manager (CS - 10425)

What you need to have / bring to the table  :

• Has relevant 8+ years of work experience in a high-touch Customer Success / Strategic Consulting role in a B2B SaaS or Tech Product based company
• Must have prior experience working with NA customers
• 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 customers organization

Skills Required

customer lifecycle management, Customer Success, B2b, Saas