Key Account Manager - Customer Success

Bitespeed; Aurangabad; On-site; INR 8,00,000 - 15,00,000; Full time

Job summary

A leading technology company in India seeks a Customer Success Manager to own customer retention and enhance product adoption. The ideal candidate will help customers maximize value from the product, manage upsells and renewals, and build a scalable customer success strategy. This role is crucial for driving customer loyalty and insights for product improvements.

Responsibilities

• Tracking product adoption for enterprise customers.
• Becoming a trusted product advisor for maximizing value.
• Managing cross-sells and renewals, owning expansion revenue.
• Building the customer success playbook for growth.

Job description

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

• 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.