BiteSpeed - Enterprise Customer Success Manager (2-6 yrs)

About BiteSpeed:

- Hey there! We are a Sequoia backed SaaS startup on a mission to help e-commerce brands embrace conversational commerce as the future of selling online.

- Currently, 2000+ Shopify brands across 50+ countries use BiteSpeed to drive 20%+ revenue doing everything from Whatsapp marketing to chatbots & handling support across channels.

Read more about our mission and the story of commerce here-.https://www.notion.so/bitespeed/BiteSpeed-s-Mission-the-Future-of-Commerce-b3cf14a080d94654ba46693c8cacd24f.

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 Surgehttps://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 Surgehttps://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 Surgehttps://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.

- 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 2+ years of experience managing enterprise accounts & at a SaaS startup.

- You have a genuine interest in conversations with people from different backgrounds to learn about their lives.