*Who are we?** --------------- Whatfix is an AI platform advancing the “userization” of enterprise applications, empowering companies to maximize the ROI of their digital investments. Technology needs adoption. It’s no different for AI. As AI reshapes roles, workflows, and human\-machine interactions, it also introduces new layers of complexity and user friction. This is where Whatfix plays a pivotal role. A decade old DNA of empowering people to succeed with technology and not replacing them. We call this philosophy Userization: the belief that technology must adapt to the user, not the other way around. At the heart of userization philosophy is ScreenSense, our proprietary AI engine, which continuously interprets both the context of what users are doing in an application or an AI tool and the intent behind their actions. By combining these signals, Whatfix delivers real\-time guidance, nudges, knowledge, and automation directly in the flow of work. This intelligence powers our entire product suite. * Digital Adoption helps users get productive faster. * Product Analytics uncovers friction and closes adoption gaps. * Mirror allows employees to train in safe, simulated environments. These are embedded with Whatfix AI Agents which supercharge creation, insights, and user guidance. Our upcoming AI\-first products are already creating a buzz in the market. * Seek is an AI\-native assistant that not only knows your business context but can also act across applications to get work done on your behalf. * Whatfix Mirror 2\.0 is the world’s only System plus Role simulation with a complete assessment to lead the Gen AI simulation category. Together, these products reflect Whatfix’s commitment to building enterprise\-ready AI teammates that maximize productivity and ROI. It gives users a unified, intelligent way to find answers across systems, apps, and knowledge silos and helps anyone looking to deliver fast and contextual answers. Whatfix is bridging the gap between rapid technological change and human enablement—ensuring AI is not only embedded but also usable, trusted, and outcome\-driven for every employee. At Whatfix, we’re not just making software easier—we’re making AI work for people. The company has seven offices across the US, India, UK, Germany, Singapore, and Australia and a presence across 40\+ countries. Customers: 700\+ enterprise customers, including 80\+ Fortune 500 companies such as Shell, Schneider Electric, and UPS Supply Chain Solutions. Investors: A total of \~$270 million USD has been raised as yet. Most recently Series E round of $125 Million USD 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, Peak XV Partners, and Stellaris Venture Partners. Whatfix’s leadership is consistently recognized across top industry analysts and business rankings: * Won the 2025 AI Breakthrough Award for the Overall AI\-based Analytics Solution of the Year * Only DAP to be recognized as a “Leader” across various DAP reports for the past 5\+ years by leading analyst firms like Gartner, Forrester, IDC, and Everest Group. * 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. * Named a Gartner Customers’ Choice for DAP for the second year in a row (2024 and 2025\)—the only vendor in the market to earn this distinction consecutively. * We also boast a star rating of 4\.6 on G2 Crowd, 4\.5 on Gartner Peer Insights, and a super\-high CSAT of 99\.8% * Stevie Award winner in the category (Bronze): Customer Service Department of the Year – Computer Software \- 100 or More Employees. * Winner of the ISG Paragon Innovation Award in partnership with Sophos (customer) for the EMEA region and finalist in the Transformation Award category. * RemoteTech Breakthrough Awards winner for “Software Asset Management Solution of the Year” These recognitions are matched by business performance: * Highest\-Ranking DAP on 2023 Deloitte Technology Fast 500™ North America for Fifth Consecutive Year * Listed on the Financial Times \& Statista's High\-Growth Companies Asia\-Pacific 2025 list. * 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 Be one of the key Leaders in this awesome journey of building a billion\-dollar company! About the role: Whatfix is looking for a strategic, data\-driven leader to build and run the operating system behind our Customer Success organisation. As Head of CS Operations \& Strategy, you will own the frameworks, tools, processes, and intelligence that enable our CS teams to drive measurable customer outcomes at scale. Reporting directly to senior CS leadership, you will sit at the intersection of strategy, analytics, and execution, translating business goals into operational playbooks, and surfacing insights that shape how we grow and retain our enterprise customer base globally. Key Responsibilities: * Design and own the CS operating model — including coverage design, segmentation strategy, capacity planning, and headcount modelling across onboarding, adoption, and renewal motions. * Build and maintain the CS analytics practice: dashboards, health scoring, churn prediction models, and expansion signals that give CS leaders real\-time visibility into portfolio health. * Own the CS tech stack ( CRM, BI tools), driving adoption, governance, and continuous improvement across the tooling layer. * Lead quarterly and annual CS planning cycles, working cross\-functionally with Finance, Sales, and Product to align on ARR targets, retention goals, and resource allocation. * Define and operationalise customer journey playbooks , from onboarding through renewal and expansion, ensuring consistency across regions and segments. * Partner with RevOps and Sales Ops to ensure seamless hand\-offs, unified data definitions, and a single source of truth across the customer lifecycle. * Drive strategic initiatives such as digital CS motions, scaled customer programmes, and the integration of AI\-assisted workflows into the CS delivery model. * Act as a trusted thought partner to CS leadership on organisational design, performance management, and go\-to\-market strategy. Qualification Criteria: * 8\+ years of experience in CS Operations, Revenue Operations,…