CSM Lead – Global SaaS | YC

5 days ago

bangalore, India Bik.ai Full time

We are a YC and Sequoia-backed Series A company transforming the eCommerce ecosystem with innovative marketing and customer support solutions.

Our products help businesses in the US and India scale efficiently and drive revenue growth.

https://www.linkedin.com/company/bikglobal/about/


Overview

As the CSM Lead, you will lead a 10-member global Customer Success team across IST and ET time zones.

Your focus will be on retention, satisfaction, and revenue growth, ensuring seamless customer experiences while driving upsell and cross-sell opportunities.

This role is pivotal in minimizing churn and maximizing customer value through structured processes and data-driven strategies.


Key Responsibilities

  • Team Leadership – Mentor and manage a global CSM team, ensuring high performance and alignment with business goals.
  • Process Optimization – Standardize operations by developing and implementing SOPs, leveraging HubSpot for reporting and analytics.
  • Revenue Growth – Drive upsell and cross-sell strategies to expand customer accounts, working closely with Sales and Product teams.
  • Client Retention – Maintain a churn rate below 1% through proactive engagement and strong customer relationships.
  • Performance Metrics – Track and analyze team performance and customer success KPIs to ensure continuous improvement.What You Bring
  • Leadership Experience – Proven ability to lead and scale global teams of 10+ CSMs across multiple time zones.
  • Revenue Ownership – Managed portfolios of $5M+ ARR, with a strong track record in upselling and expansion.
  • Process-Driven Approach – Expertise in SOP development and CRM tools like HubSpot to drive efficiency.
  • Global SaaS Expertise – Deep understanding of customer success in SaaS, particularly in the US and Indian markets.


Why Join Us?

  • Be part of a fast-growing, YC & Sequoia-backed startup shaping the future of eCommerce.
  • Work with a collaborative, high-impact team solving global challenges.
  • Enjoy competitive compensation, benefits, and career growth opportunities.
  • Apply Now – If you’re a strategic leader passionate about customer success, we’d love to hear from you

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