At BIK, we are wanting to scale up to meet our exponential growth in # of Brands.

These eCommerce Brands come from across geographies like India, UK, US, UAE, Singapore & more.

We are looking to addition to our CSM team to handle a diverse set of clients.

BIK is doubling the # of brands every quarter, and hence our teams & your career growth opportunities.

The only thing that we want in our CSMs are Grit, Determination & perseverance to enable every customer till they feel good about our platform!.

Your Success Star Metric: NPS.

PS : BIK has an NPS of 57, if you feel you can take it up, lets chat? :).

What you will do:

- Deliver an Excellent Onboarding Experience: Create a seamless, love at first sight onboarding journey that sets the foundation for long-term partnership, adoption, and retention.

- Drive Revenue Contribution from Every Managed Brand: Own revenue outcomes across assigned accounts, with a clear goal of driving >50% revenue contribution from BIK across all managed brands through adoption, optimisation, and expansion.

- Act as the Product Torchbearer: Influence the product roadmap by translating customer feedback, usage insights, and market intelligence into actionable product recommendations.

- Lead Weekly TechBusiness Syncs: Own weekly cross-functional syncs with the CTO and product teams, presenting customer insights, gaps, pain points, and strategic product suggestions.

- Support Marketing with Customer Success Storytelling: Partner with marketing to surface success stories, testimonials, case studies, and impact metrics.

- Proactively drive Shopify and G2 reviews to strengthen BIKs credibility and marketplace presence.

- Proactive Customer Management & Risk Mitigation: Identify adoption and retention risks early, run consistent check-ins, and implement proactive remediation plans to ensure long-term customer success.

- Manage Escalations & Resolve Technical Challenges: Partner closely with product and engineering teams to manage escalations, ensure timely issue resolution, and drive continuous platform improvement.

- Drive Upsell, Expansion & Account Growth: Identify and close upsell opportunities across plans, add-ons, and features using a consultative, value-led approach aligned with customer maturity and product usage.

- Own Monthly Account Review Cadence: Conduct structured monthly account reviews with every assigned brand to assess feature usage vs. contracts, revenue contribution, optimisation gaps, growth plans, and define clear next steps for adoption and expansion.

- Ensure Full Feature Adoption & Value Realisation: Continuously audit account usage to ensure customers unlock full value from all activated modules, recommending underutilised features to boost retention and revenue.

- Build Data-Driven Customer Intelligence: Leverage customer data, performance metrics, and flow analysis to generate insights that inform product decisions, upsell narratives, and account growth strategies.

Who are you?:

- Experience and Expertise: 2-5 years of account management experience within the SaaS sector.

- A deep understanding of the marketing landscape, particularly in digital marketing strategies, customer journey mapping, and personalization tactics.

- Demonstrated success in utilizing data and insights to drive business direction and customer engagement strategies.

- A highly motivated, entrepreneurial spirit with the drive to excel in a dynamic, high-growth environment.

- Superior problem-solving abilities and exceptional communication skills.

About company:

Vision: BIK helps e-commerce companies in India to generate more revenue.

- We work with big e-commerce players in India like Livspace, Fireboltt, Tata Brands, Forum mall.

- We have two products BIK and Manifest.ai.

- Our vision is to be the market leaders in the marketing automation category across the world.

Scale: We process more than a billion events across these brands on an yearly basis which is increasing rapidly MOM.

Fuel: Monetizing the product from early days we have a solid business model and our revenue numbers are growing at a healthy pace.

- Apart from this we are funded by top investors in the world like Sequoia capital and Ycombinator.

People: We have a culture which gives you a lot of challenges to solve and at the same time get high rewards.