Onboarding and Implementation Manager

About Us

BIK is India's leading marketing automation platform for e-commerce. We help brands drive

revenue through WhatsApp, email, SMS, and AI-powered chatbots — and we work with 200+

brands including Tata, Duroflex, Nat Habit, and Sweet Karam Coffee. Backed by Sequoia

Capital and Y Combinator, we process over a billion customer events a year and grow every

month.

The Role

You own two things: getting customers live fast, and making sure what goes live actually works.

As an Onboarding & Implementation Manager, you take a brand from signed contract to a fully

configured, live BIK setup within 15 days. You'll run the kickoff, build the automations, train the

customer's team, and hand off a setup that generates revenue from day one.

This is a customer facing IC role reporting to the Global Head of Customer Success. You'll work

closely with our Customer Success, Product and Support teams.

What You'll Do

• Onboarding : Run kickoff calls, set timelines, and own the end-to-end journey from sign

to go-live across multiple customers simultaneously

• Implementation : Configure automation flows, chatbots, drip campaigns, CRM

segments, and triggers inside BIK's platform based on each customer's business use case

• Integration : Integrate setup based on customer requirements
• Training : Enable the customer's marketing and ops teams to use BIK independently post-handoff
• Troubleshooting : Diagnose and fix flow errors, integration issues, and campaign bugs during and after onboarding
• Feedback loop : Document reusable playbooks and surface onboarding friction to the Product team as sharp, actionable inputs

What We're Looking For

Must Have

• 2–5 years in a customer-facing implementation, onboarding, or technical account management role at a SaaS company
• Hands-on with Shopify: you know how storefronts, apps, and the backend work
• Comfortable building automation logic.
• Excellent spoken and written English : this is a customer-facing role and clear, confident communication is non-negotiable
• Highly organised : able to run 10+ onboardings simultaneously without losing context

What Success Looks Like

• Customers go live within 15 days with core flows live and working
• First campaign sent, first automation triggered before the handoff to CS
• Onboarding playbooks that get sharper with every customer you handle

Why BIK

• Work with India's most exciting D2C and e-commerce brands
• Fast-moving team where your work ships and is visible immediately
• Direct access to leadership with a clear growth path in Customer Success
• Sequoia and YC backed : strong fundamentals, serious ambition

BIK is an equal opportunity employer.