Customer Success Manager

About The Role

As a Customer Success Manager, build trust, understand client needs, and drive lasting relationships and success, leading to increased adoption, satisfaction, and retention. In this role you will guide clients to achieving their goals, helping them get the most from our platform. You'll lead business reviews, support campaign strategies, and share helpful insights.

What Will You Do

• Client Onboarding & Training: Guide new clients through the onboarding process, ensuring a smooth transition and understanding of platform functionalities.
• Product Adoption & Value Realization: Drive product adoption by demonstrating how our platform addresses client-specific challenges and goals.
• Relationship Management: Build and maintain strong, long-lasting client relationships by understanding their business needs and objectives. Eventually leading to upsell & cross sell of the platform.
• Campaign Strategy & Execution: Collaborate with clients to develop and execute marketing campaigns that leverage our platform's capabilities.
• Feedback & Continuous Improvement: Collect client feedback to inform product enhancements and ensure continuous improvement in service delivery.
• Cross-Functional Collaboration: Work closely with Sales, Product, and Support teams to ensure client needs are met and exceeded.
• Manage and close renewals and upsells in the assigned book of business with high growth potential clients

What are we looking for

Must Have

• Bachelor's / Master degree in Computer Science, Information Technology, Marketing, Business, or related fields.
• 2 - 4 years of experience in customer success, account management, digital marketing, or related roles
• Basic understanding of SaaS platforms and knowledge of APIs  and data analytics tools.
• Strong verbal and written communication skills in English.
• Ability to analyze data to derive insights and inform strategies.
• Open-mindedness and willingness to continuously acquire new knowledge and skills.

Good To Have

• Understanding of MarTech tools is a plus
• Understanding of customer lifecycle, retention strategies, and campaign management.

Measures Of Success

• Retention Rates: Client renewal and churn rates
• Product Adoption: Depth and breadth of platform features utilized by clients.
• ROI Performance: Effectiveness of client campaigns / Engagement executed using our platform
• Client Satisfaction: Measured through Net Promoter Score, Case studies published & feedback
• Expansion: Measured through upsell & cross-sell of our platform

Who you will report to: Global Head - Customer Success

About Us

BIK is a Series A company backed by Y-Combinator (YC-20), Sequoia Capital, and Chainsmokers (the band!). We run two AI-first products for eCommerce and our vision is to re-imagine how eCommerce is done today.

We launched BIK in India in Nov 2022, and in less than 2 years became market leaders by consolidating multiple tools that eCommerce brands were using previously.

In Sept 2023, we launched our LLM-first product Manifest AI, aiming directly at global markets starting from the United States.

Today we cater to 500+ global brands like Duroflex, Lego, Imagine, Transformer Table, Tata Simply, Jockey, Livspace and many more.

• Vision: Make AI-first commerce accessible to every brand, big or small.
• Mission: Build the infrastructure for conversational commerce—enabling every brand to sell, support, and market seamlessly on the platforms where their customers already are.
• Products: BIK and Manifest.ai
• Read more:https://www.indiaretailing.com/2024/11/22/bik-ai-ceo-sonakshi-nathani-interview/