Customer Success Manager - International

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 200+ 5-star reviews (which we openly brag about 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
• Giving customers a delightful onboarding experience and helping them get setup for success
• Tracking product adoption for our 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 2+ years of experience managing customer success & support at an SMB SaaS startup (this is not a hard requirement);
• 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 top of market for the right folks and also offer generous equity (ESOP) to everyone in the team.Perks & BenefitsSmall 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 offsites 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.
  

Skills: saas,customer success management,product adoption,customer success,customer onboarding,revenue management,customer relationship management,onboarding,upselling,communication,cross-selling,customer feedback,customer,relationship management