Head of Customer Success Operations & Strategy

whatfix.com Website

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Head of Customer Success Operations & Strategy | 261026

Bengaluru, Karnataka, India | Full-time

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First Name *

Last Name

Email *

Phone *

Resume *

Please attach the link of your Linkedin profile *

How many years of experience do you have?(we are looking for minimum 10+ years of experience) *

What is your current location? *

Are you ready to relocate to bangalore (If not already here) *

Are you comfortable with 5 days work from office? *

Please specify the shift that you are comfortable working in. *

US (5:30pm to 2:30am IST)
EMEA (1pm to 10pm IST)
Okay with both the shifts (US and EMEA)
Not okay with either

Please mention your current CTC *

Please mention your expected CTC *

Which of the following Industries do you have experience with (you can choose more than one option) *

Startup - SaaS(Tech/Product) (Preferred)
Startup - Other
Services
Infrastructure
Consulting - Big4s
Investment Banking
Manufacturing

Please mention your notice period. *

Your CS team is requesting 10 additional CSMs due to increasing workload. The CFO has asked you to justify the investment. Which analysis would you perform first? *

You discover that Enterprise customers have significantly higher product adoption than Mid-Market customers, but both segments have nearly identical renewal rates. What is your next step? *

In brief, describe a CS Operations, RevOps, or business operations initiative that you personally led which materially improved customer retention, expansion, productivity, forecasting accuracy, or operational efficiency. What was the problem, what actions did you take, how did you measure success, and what was the outcome? *

You join Whatfix as Head of CS Operations & Strategy. After reviewing the business, you discover that gross retention has declined for two consecutive quarters despite strong product adoption metrics. How would you approach diagnosing the issue, and what actions would you prioritize in the first 90 days? *

Thanks for your time

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