BiteSpeed - Enterprise Manager - Customer Success (2-5 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.

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 $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.

D2C Enabler BiteSpeed Raises Funds From Sequoia's Surge, CRED's Kunal Shah, Othershttps://inc42.com/buzz/d2c-enabler-bitespeed-raises-funds-from-sequoia-surge-creds-kunal-shah-others/.

[Funding alert] BiteSpeed raises $275K in seed round led by Whiteboard Capitalhttps://yourstory.com/2020/12/funding-bitespeed-sandeep-tandon-freecharge-whiteboard-capital.

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 our customer relationships, make them successful and 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 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.

Location: Bangalore

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

Our Way Of Life:

Over time we've realised that while we're super excited about shaping the future of commerce, a big part of why people join us and stick with us is because they resonate with our way of life.

You could call it work culture but it ends up becoming more than just that.

It's taken us time to discover and articulate what our culture feels like, this evolving document is an attempt to candidly share what it's like working at BiteSpeed 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.

Perks & Benefits:

- 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.

- Work From Home Budget Your gadget quirks are taken care of with our WFH budget, whether its a standing desk to burn those extra calories or showing off your cool desk setup, we've got you covered.

- Quarterly Offsites Quarterly offsites 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.

- Unlimited Leaves We trust people to make good decisions on when they need a break and for how long (leave management systems are expensive, but that's a separate discussion).

- Salary In Advance Trust first, by default.

- We pay out salaries in the first week of the month