Job Description:
We are a YC and Sequoia-backed Series A company transforming the eCommerce ecosystem with innovative marketing and customer support solutions.
Our products help businesses in the US and India scale efficiently and drive revenue growth. https://www.linkedin.com/company/bikglobal/about/
Overview:
- As the CSM Lead, you will lead a 10-member global Customer Success team across IST and ET time zones.
- Your focus will be on retention, satisfaction, and revenue growth, ensuring seamless customer experiences while driving upsell and cross-sell opportunities.
- This role is pivotal in minimizing churn and maximizing customer value through structured processes and data-driven strategies.
Key Responsibilities:
- Team Leadership - Mentor and manage a global CSM team, ensuring high performance and alignment with business goals.
- Process Optimization - Standardize operations by developing and implementing SOPs, leveraging HubSpot for reporting and analytics.
- Revenue Growth - Drive upsell and cross-sell strategies to expand customer accounts, working closely with Sales and Product teams.
- Client Retention - Maintain a churn rate below 1% through proactive engagement and strong customer relationships.
- Performance Metrics - Track and analyze team performance and customer success KPIs to ensure continuous improvement.
What You Bring:
- Leadership Experience - Proven ability to lead and scale global teams of 10+ CSMs across multiple time zones.
- Revenue Ownership - Managed portfolios of $5M+ ARR, with a strong track record in upselling and expansion.
- Process-Driven Approach - Expertise in SOP development and CRM tools like HubSpot to drive efficiency.
- Global SaaS Expertise - Deep understanding of customer success in SaaS, particularly in the US and Indian markets.
Why Join Us?
- Be part of a fast-growing, YC & Sequoia-backed startup shaping the future of eCommerce.
- Work with a collaborative, high-impact team solving global challenges.
- Enjoy competitive compensation, benefits, and career growth opportunities.
- Apply Now - If you're a strategic leader passionate about customer success, we'd love to hear from you!
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