BiteSpeed - Customer Success Manager - Enterprise Accounts (4-6 yrs)

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 2500+ 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.

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 (https://apps.shopify.com/bitespeed-fb-messenger-chatbot) 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 enterprise customer relationships, make them successful and true fans of BiteSpeed.

- 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 4+ years of experience managing enterprise accounts 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.

Location: Bangalore.

Expected CTC: We pay top of market for the right folks and also offer generous equity (ESOP) to everyone in the team.