Customer Success Manager

Job Description About Us At Bitscale, we're a tight-knit, ambitious team of IIT Kanpur grads building a signal-first GTM automation platform that makes SDRs and growth teams 10x more effective. We've spent years at places like JP Morgan, HSBC, Nanonets, and CityMall, and now we're building the next big thing from the ground up with real customers, real data, and real scale. For engineers, that means: - Working on high-volume data pipelines, LLM-heavy workflows, and workflow orchestration - not toy apps. - Building systems that sit at the intersection of AI, growth, and SaaS, where performance and reliability actually matter to revenue. - A chance to shape the technical and product DNA of a company that's growing fast. Bitscale has grown 10x in the last few months and is one of the fastest-growing startups out of India building for the world. If you've ever wanted to own and influence the core architecture of a serious AI + SaaS product, this is that window. Details Location: Gurgaon (On-site) Function: Customer Success, Activation, Retention, Expansion Level: Senior / Founding Team Member What are we looking for This is not a conventional CSM role. You are coming in as the founding Customer Success leader, responsible for building the entire customer experience engine that drives Bitscale's long-term revenue. You will own the full post-sales lifecycle: 1. Activation onboarding, time to first value, training, deployment. 2. Retention & Support ongoing adoption, technical support quality, renewals. 3. Expansion upsell, cross-sell, identifying revenue opportunities, increasing ACV. You'll work closely with GTM teams to define the playbooks, metrics, processes, and systems that scale Customer Success at Bitscale. If you are a person good at talking with customers and are super into process automations and standardisation , this role is for you. Key Responsibilities: 1. Activation & Onboarding - Design, run, and continuously improve Bitscale's onboarding flows. - Own Time-to-First-Value (TTFV) and Activation Rate as primary metrics. - Create implementation plans, walkthroughs, success plans. - Drive product adoption in the first 30 days with measurable checklists. - Build self-serve onboarding checklist where possible (docs, videos, templates). 2. Retention, Adoption & Support Quality - Own Net Revenue Retention (NRR) and Gross Retention targets. - Monitor customer health, usage patterns, and drop-off signals. - Build and standardize support processes: SLAs, escalation paths, triaging framework. - Train junior CSM/support associates and set QA standards. - Build and manage the customer knowledge base (help center, docs, templates). 3. Upsell & Expansion - Own the upsell pipeline and collaborate with Sales on expansion plays. - Spot opportunities based on usage trends, new product launches, adoption patterns. - Run structured QBRs showcasing ROI and driving account expansion. - Develop and maintain playbooks for expansions in different customer segments. 4. Strategy, Systems & Process Creation - Implement a scalable CS process using HubSpot, Notion, internal tools, etc. - Partner with Product on feedback loops, feature requests, customer insights. - Partner with Sales on handoff processes and upsell workflows. 5. Hands-on work will be a reality Even as leading strategy, you'll need to: - Often attend onboarding calls. - Handle Tier-1 support. - Troubleshoot workflows manually. - Build templates, loom videos, custom setups. - Jump in when customers require high-touch support. Pre-requisites - 3+ years of Customer Success experience, preferably in B2B SaaS. - Demonstrated ability to design and implement CS processes/playbooks. - Experience handling enterprise or mid-market customers. - Comfortable working with GTM tools (HubSpot, CRM, onboarding pipelines). - Exceptional customer communication and stakeholder management skills. - Ownership mindset with the ability to build systems from scratch. - Good to have: Ex-founder or have worked in a startup. - Good to have: Experience in growth, GTM tools, outbound automation, or sales-led SaaS. How Success Looks like Within 6 months, you should have: - Increased our current activation rates via structured onboarding. - Built the customer health scoring system. - Set up renewal and expansion pipelines. - Created 5 repeatable onboarding and upsell playbooks. - Standardized our support processes and SLAs. - Become the single owner of NRR, upsell, and activation metrics. Why Join us - Competitive monetary compensation along with equity share (Fixed + ESOPs) - Founding team role with real ownership and influence. - Direct impact on activation, retention, and expansion. - Shape a core revenue function from day one. - Fast-growing startup with 10x ambition. - Work closely with founders across product & GTM. - Zero bureaucracy; high speed, high autonomy.