Program Manager - Customer Success

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 Bengaluru, India is hiring a Program Manager – Customer Success to scale our customer success engine as we grow. You will own onboarding, renewals, and cross-sells, and build scalable CS processes. You will partner with CSMs to deliver a world-class customer experience and drive retention in a fast-growing SaaS environment.

Ideal candidates have 3+ years in CS, 1+ year in program management or CS ops, and a passion for turning customers into long-term fans of BiteSpeed.

Qualifications

• 3+ years in customer success in a B2B SaaS environment.
• 1+ year in program management or CS ops.
• Experience in hyper-growth startups is a plus.

Responsibilities

• Run the engine – own day-to-day operations of the CS team: onboarding, tracking adoption, renewals, cross-sells.
• Build repeatable systems – create and optimize processes, systems, and playbooks for a fast-growing team.
• Enable a High-Performing CS Team – collaborate with CSMs to provide the right insights and structure.
• Drive outcomes – lead cross-functional initiatives influencing retention and product adoption.
• Be the glue – connect product, sales, and CS to keep momentum.

Skills

Customer Success

Program Management

B2B SaaS

Startup Experience

Job description

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, we’ve treated customer success as our most important function. We’ve loved & served our customers so well that we’ve earned 250+ 5-star reviews and achieved net negative churn. The foundation was founder-led, and now with over 30 people in the CS team and 300% YoY growth, we’re now looking for a Program Manager – Customer Success who’s obsessed with getting things done, building scalable CS processes, and enabling a world-class team to create true fans of BiteSpeed globally.

What you’ll do

• Run the engine – Own day-to-day operations of the CS team: onboarding, tracking adoption, renewals, cross-sells — you make sure it all works seamlessly.
• Build repeatable systems – Build and optimize processes, systems, and playbooks to help a fast-growing team move faster.
• Enable a High-Performing CS Team: Work closely with CSMs to ensure they have the right insights and structure to deliver an unforgettable customer experience.
• Drive outcomes – Own and execute cross-functional initiatives that influence retention, upsells, product adoption, and team efficiency.
• Be the glue – You’ll be the person who connects dots across product, sales, and CS to keep everything moving.

What makes you a good fit

• You’ve got 3+ years in customer success, with 1+ year in program management or CS ops in a B2B SaaS company (bonus if you've done this in a fast-growing startup).
• You enjoy bringing order to chaos — building structure, improving systems, solving problems.
• You’ve worked in hyper-growth startups and know what it takes to scale without losing quality.
• You care deeply about customer experience that tops a Michelin-star level experience.
• You genuinely love working with people — empowering a team, improving systems, and rolling up your sleeves to troubleshoot alongside them.

Salary and Location

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

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.