Customer Success Manager

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 Customer Success Management is a role that is defined in various ways in the industry, but at its core, it is all about making the customers successful and making them realize the value of the services we offer. A good Customer Success Manager must have a thirst for knowledge, the ability to learn quickly, easily grasp new software applications, and act as a conduit between the customer and our company. As a Customer Success Manager, you shall manage a portfolio of customers, develop relationships with multiple stakeholders, drive product adoption, work on their value realization and also help their expansion over time. Qualifications: <ul><li>3-8 years of experience in B2B SaaS Customer Success, focused on US &amp; EMEA customers.</li><li>Should have experience in engaging with C-level and Senior Executives.</li><li>Graduation in Science, Engineering, and Commerce fields from an accredited college or university. A postgraduate degree would be beneficial. </li></ul>Key Responsibilities: <ul><li>Build value-based relationships with the customer stakeholders, build them into champions and advocates.</li><li>Own the customer journey, and ensure product adoption, renewal, and identification of expansion opportunities.</li><li>Facilitate user onboarding and ensure optimum usage of the product by the users.</li><li>Identify product usage gaps and consult with the customer on the actionable solutions.</li><li>Monitor customer health metrics and proactively address any issues or concerns.</li><li>Conduct regular executive business reviews to keep track of evolving customer objectives and showcase value.</li><li>Contribute to the refinement of the product roadmap.</li><li>Collaborate closely with Account Managers and Account Executives to identify and close opportunities for upselling, cross-selling, and development of customers’ success plans based on their desired outcomes.</li><li>Drive customer advocacy through reviews, testimonials, references, customer meetups, webinars, case studies, etc.</li><li>Optimize existing processes within the organization and actively enhance all customer success initiatives. </li></ul>Must-Have Skills: <ul><li>Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders.</li><li>Exemplary written and verbal communication skills to work with global customers.</li><li>Experience working with at least one Customer Success tools like Gainsight, Totango, ChurnZero, or similar ones.</li><li>Strong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from data.</li><li>Proven track record of driving customer success and retention</li><li>Ability to work across varied customer segments.</li><li>Good understanding of SaaS and business processes </li></ul>Good-to-Have Skills: <ul><li>Ability to translate customer needs into technical requirements for internal stakeholders.</li><li>Has worked with global customers, and across different segments in the past </li></ul>Other essential qualities for this role: <ul><li>Customer-first mindset is a must.</li><li>Bias for action and a sense of urgency to get things done for customers.</li><li>Able to multitask efficiently under time pressure.</li><li>Sense of accountability </li></ul>Benefits/Perks: <ul><li>Opportunity to work and collaborate with a global team spread across 6 countries.</li><li>Routine hackathons and learning boot camps to promote knowledge sharing. </li></ul>About SaaS Labs SaaS Labs is a global SaaS company powering Sales and Support teams of over 7000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads. Currently, our portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics). SaaS Labs is a diverse international team of passionate problem solvers. With innovation, experimentation, and customer obsession at the heart of its ethos, the company has been honored with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific). Curious about what we're building? Follow us on LinkedIn to be the first to know!
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 Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction. Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies. Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other. Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry. The Role: At Aisera, we’re building a world-class Customer Success team, where each individual loves to move fast, be challenged, and is obsessed with making our customers wildly successful. You will partner closely with internal teams to help bridge business and technology, helping customers realize the art of the possible. Your job is to serve as the voice of the customer and do whatever it takes to assure they achieve their desired business outcomes with high satisfaction. You will be expected to be resourceful, a selfless team player, and regularly go above and beyond your “day job”. The upside is that this is a highly visible role with unbound growth opportunities. This role is preferred based out of our Bangalore office. This role requires to work in US hours. Responsibilities: <ul><li>Serve as the primary point of contact for customers throughout their entire journey: from onboarding, through implementation, support, expansion, and renewal.</li><li>Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging our solution to realize the highest value with increased adoption, engagement, coverage, and other KPIs</li><li>Deliver Monthly / Quarterly Business Reviews and effectively manage meeting cadence</li><li>Stay current with the most recent changes to our product and educate customers on our offerings and updates.</li><li>Lead growth opportunities by expanding into new use cases and teams.</li><li>Identify and communicate customer’s pain points and enhancement requests to the product team.</li><li>Proactively Identify risks and collaborate closely with team members to address all issues to assure fast resolution and high customer satisfaction.</li><li>Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.</li><li>Report internally and externally on customers project progress, usage, and health KPIs</li><li>Deliver RCA communications after service outages.</li><li>Coordinate any internal or external UAT’s as required. </li></ul>Basic Qualifications: <ul><li>4+ years of experience in Enterprise SaaS in one or more areas of Customer Success, Support, Solution Consulting.</li><li>Thrive in a startup environment - we move quickly and wear many hats in a dynamic environment.</li><li>Must have strong analytical skills with strong business acumen.</li><li>Experience with IT, IT Automation, and Technical Support systems is a big plus.</li><li>Deep knowledge of Customer Success KPIs, flows, activities, and routines, managing large and complex accounts.</li><li>Outstanding Presentation and Communication Skills: Must be able to present to various persona and levels within our customer organizations.</li><li>A passion for customers and problem-solving, desire to go deep and become familiar with the customer’s technical and business environment</li><li>Good familiarity with AI/ML and related technologies.</li><li>Experience with Java, JavaScript, Python, or other scripting / programming languages is a plus.</li><li>Bachelor’s or higher degree in computer science, engineering, or related technical field. </li></ul>Preferred Qualifications: <ul><li>Startup experience</li><li>Enterprise SaaS experience</li><li>Domain expertise in IT, HR or Customer Support</li></ul>
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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 &amp; 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):- <ul><li>BiteSpeed Raises USD 3.5M Funding, Led by Peak XV’s Surge- https://www.businesswireindia.com/e-commerce-ai-startup-bitespeed-raises-usd-3-5m-funding-led-by-peak-xvs-surge-92455.html</li></ul> <ul><li>E-commerce AI start-up BiteSpeed raises $3.5 million funding led by Peak XV’s Surge- https://www.thehindubusinessline.com/info-tech/e-commerce-ai-start-up-bitespeed-raises-35-million-funding-led-by-peak-xvs-surge/article68863058.ece</li></ul> <ul><li>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</li></ul> 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 <ul><li>Your core job is to own our customer relationships, make them successful and fans of BiteSpeed.</li></ul> <ul><li>Client onboarding, tracking product adoption for our enterprise customers, ensuring they are getting maximum value leading to upsells and expansion revenue.</li></ul> <ul><li>Becoming a trusted product advisor for our customers, helping them with all the tricks of the trade to get maximum value from BiteSpeed.</li></ul> <ul><li>Managing cross-sells for new products and renewals, owning expansion revenue at an account level.</li></ul> <ul><li>Building the playbook for our customer success function to scale for the next stage of growth.</li></ul> What makes you a good fit <ul><li>You care about delivering a service experience that parallels a Michelin star Italian restaurant.</li></ul> <ul><li>You genuinely like helping people and making them successful.</li></ul> <ul><li>You have 3+ years of work experience in customer success with technical understanding of the product.</li></ul> <ul><li>You have a genuine interest in conversations with people from different backgrounds to learn about their lives.</li></ul> Salary and Location Location: Bangalore Expected CTC: We pay on top of market standards with generous ESOPs for everyone in the team. Our Way Of Life - 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:-<ul><li>Personal Transformation</li><li>Wealth Creation</li><li>Winning Together</li></ul> 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:-<ul><li>Go Above And Beyond</li><li>Making Things Happen</li><li>Say It Like It Is</li><li>Progress Over Perfection</li><li>Don’t Take Yourself Seriously, Take Your Work Seriously</li></ul> Perks &amp; Benefits Small things we’ve done to ensure we take care of our wellness, learning &amp; keep things fun:- <ul><li>Health Insurance - Health insurance cover and accident coverage for extra cushion and mental peace when rainy days hit us.</li></ul> <ul><li>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).</li></ul> <ul><li>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.</li></ul> <ul><li>Personal Development - We sponsor courses, conference tickets, books on a case to case basis to ensure we’re constantly growing.</li></ul> <ul><li>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).</li></ul> <ul><li>Salary In Advance - Trust first, by default. We pay out salaries in the first week of the month.</li></ul> How to apply? If this sounds interesting drop a personal note with why you'd want to work with us and what makes you a good fit on talent@bitespeed.co. Know someone who might be a great fit? Refer them to us, if they end up joining we'll send you an Apple Airpods Pro as a gesture of thanks! For any queries feel free to write to talent@bitespeed.co.
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