Global Customer Success Strategist

2 weeks ago


Bengaluru, Karnataka, India Bik Full time

We are a pioneering company in the eCommerce ecosystem, leveraging innovative marketing and customer support solutions to revolutionize the industry.

Our Vision:

To deliver exceptional customer experiences and drive business growth through strategic partnerships and cutting-edge technology.

About the Role:

The CSM Lead will lead a global team of 8 members across multiple time zones, fostering a culture of excellence and collaboration.

Key Responsibilities:
  • Mentor and manage a high-performing CSM team to achieve business objectives.
  • Develop and implement standardized operations using HubSpot for reporting and analytics.
  • Promote upsell and cross-sell strategies to expand customer accounts, working closely with Sales and Product teams.
  • Drive proactive engagement and maintain a low churn rate through strong customer relationships.
  • Monitor and analyze team performance and customer success KPIs to ensure continuous improvement.
Your Background:
  • Leadership Experience: Proven ability to lead and scale global teams of 10+ CSMs across multiple time zones.
  • Revenue Ownership: Managed portfolios of $5M+ ARR, demonstrating 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.


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