BiteSpeed - Manager - Client Onboarding

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 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

- Giving customers a delightful onboarding experience and helping them get setup for success

- 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 1 to 4 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