Customer Success Manager(Enterprise - SaaS)

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!

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 (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)

Learn more about our investors here -

-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

-D2C Enabler BiteSpeed Raises Funds From Sequoia's Surge, CRED's Kunal Shah, Others- https://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 Capital- https://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 3 to 5 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

Our Way of Life at BiteSpeed: https://www.notion.so/bitespeed/Way-Of-Life-At-BiteSpeed-44d9b9614d9641419da910189b1e9f8e

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 & 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 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

• 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