Customer Success Manager (CSM)

BiteSpeed; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health Insurance

Quarterly Off-sites

Cult Fitness Membership

Personal Development

Salary In Advance

Job summary

BiteSpeed in Bangalore is seeking a customer success professional to own relationships with enterprise clients, ensure retention, and turn customers into fans. You will onboard customers, track product adoption, and drive upsell and expansion revenue.

The role requires 3 years of customer success experience, technical understanding of the product, and a genuine interest in helping people from diverse backgrounds.

Qualifications

• You care about delivering a service experience that parallels a Michelin star Italian restaurant.
• You genuinely like helping people and making them successful.
• You have 3 years of work experience in customer success with technical understanding of the product
• You have a genuine interest in conversations with people from different backgrounds to learn about their lives.

Responsibilities

• Own our customer relationships, make them successful and fans of BiteSpeed.
• Client onboarding, tracking product adoption for our enterprise customers, ensuring they are getting maximum value leading to upsells and expansion revenue.
• Becoming a trusted product advisor for our customers, helping them with all the tricks of the trade to get maximum value from BiteSpeed.
• Managing cross-sells for new products and renewals, owning expansion revenue at an account level.
• Building the playbook for our customer success function to scale for the next stage of growth.

Skills

Customer success

Enterprise experience

Onboarding

Upselling

Job description

About BiteSpeed

Hey there! We are a Sequoia-backed SaaS startup building an AI-native Marketing, Support & Sales suite for e-commerce brands. We’re currently working with 3000 e-commerce brands globally across 50 countries and are fortunate to have raised $5.5M along the journey with marquee investors like Sequoia Capital India, Kunal Shah, Gaurav Munjal & more backing us.

Check out more about us here – https://www.bitespeed.co/ and do read through our 200 odd 5-star reviews to get a sense of what our customers say about us here – https://apps.shopify.com/bitespeed-fb-messenger-chatbot (we openly brag about this )

We’ve had some solid investors back us (making it easier for you to stalk us since you’d do this anyway):-

• BiteSpeed Raises USD 3.5M Funding, Led by Peak XV’s Surge- https://www.businesswireindia.com/e-commerce-ai-startup-bitespeed-raises-usd-3-5m-funding-led-by-peak-xvs-surge-92455.html
• E-commerce AI start-up BiteSpeed raises $3.5 million funding led by Peak XV’s Surge- https://www.thehindubusinessline.com/info-tech/e-commerce-ai-start-up-bitespeed-raises-35-million-funding-led-by-peak-xvs-surge/article68863058.ece
• BiteSpeed Raises $1.9 Million Seed Funding From Sequoia India’s Surge- https://www.entrepreneur.com/en-in/business-news/bitespeed-raises-19-million-seed-funding-from-sequoia/418414

About the role

We want to keep our customers for life. To do that, customer success is probably going to be our most important function and we want to treat it like that. So far our customer success function has been founder-led, we have a track record of 250 5-star reviews and the envious net negative churn (to the extent where some of our customers pay 5-10X of what they started with).

We’re now at a point where we’ve scaled 10X in the past year and to do that again next year we want to double down on our existing customers. This role involves owning customer retention and making them true fans of BiteSpeed while also listening to customer feedback to form a pipe of customer insights for our product team.

What you’ll do

• Your core job is to own our customer relationships, make them successful and fans of BiteSpeed.
• Client onboarding, tracking product adoption for our enterprise customers, ensuring they are getting maximum value leading to upsells and expansion revenue.
• Becoming a trusted product advisor for our customers, helping them with all the tricks of the trade to get maximum value from BiteSpeed.
• Managing cross-sells for new products and renewals, owning expansion revenue at an account level.
• Building the playbook for our customer success function to scale for the next stage of growth.

What makes you a good fit

• You care about delivering a service experience that parallels a Michelin star Italian restaurant.
• You genuinely like helping people and making them successful.
• You have 3 years of work experience in customer success with technical understanding of the product
• You have a genuine interest in conversations with people from different backgrounds to learn about their lives.

Salary and Location

Location: Bangalore

Expected CTC: We pay on top of market standards with generous ESOPs for everyone in the team.

Our Way Of Life

https://www.notion.so/bitespeed/Way-Of-Life-At-BiteSpeed-44d9b9614d9641419da910189b1e9f8e

Our Purpose

At BiteSpeed, work is personal. You could blame this on us being existential, but most of us are spending the best years of our lives doing this and we want to be purposeful about the kind of workplace we’re trying to create.

Our purpose is about why we’re here and what we care about:-

• Personal Transformation
• Wealth Creation
• Winning Together

Our Values

Our values are about how we do what we do. Values define the right thing to do. We hire, reward and sometimes have to let go based on our values.

We have 5 core values:-

• Go Above And Beyond
• Making Things Happen
• Say It Like It Is
• Progress Over Perfection
• Don’t Take Yourself Seriously, Take Your Work Seriously

Perks & Benefits

Small things we’ve done to ensure we take care of our wellness, learning & keep things fun:-

• Health Insurance – Health insurance cover and accident coverage for extra cushion and mental peace when rainy days hit us.
• Quarterly Off-sites – Quarterly off-sites are a core part of the BiteSpeed culture. Our off-sites range from intense quarter planning sessions to crazy mafia nights and competitive cricket matches (with a lot of trash talking).
• Cult Fitness Membership – All work and no play makes jack a dull boy. Cult Fit and Cult Play passes to make sure we hit the gym more often.
• Personal Development – We sponsor courses, conference tickets, books on a case to case basis to ensure we’re constantly growing.
• Salary In Advance – Trust first, by default. We pay out salaries in the first week of the month.