About the role
Home Customer Success Manager 3-5 Bangalore Full-Time 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, let’s 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 Tech- Business 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 BIK’s 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. Apply for this job Share with someone awesome View all job openings