Manager - Customer Success - Online/eCommerce

Job Description :

- Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period

- Provide product training to enable the customers to realize the potential of Whatfix

- 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

- 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 creating a center of excellence within the customer's organization