Customer Success Manager

About Us We are a Y Combinator backed company (YC W21) and have closed our pre-series A round. Backed by experienced founders/CXOs/directors from renowned companies like WhatsApp, Lulu group, OYO, Netflix, Pepsico, Cleartax, InMobi, etc., to add to our team.

In 2025, Businessonbot has grown 20% MoM, March'25, MRR and inched towards profitability in Q1 of FY 2025. We target a massive wave of D2C businesses in India. In the year 2025, we are the market leader in our domain. There's never been a more exciting time to be in BusinessOnBot.

We are on a mission to help a million+ consumer brands with automated sales and user acquisition via our Omnichannel Marketing and Support suite (WhatsApp/Instagram/Email and SMS). We have moved into enterprise domains and also expanded into international markets.

Position Overview: The Customer Success Manager (CSM) will act as a strategic partner for D2C clients, helping them unlock growth through BusinessOnBot's multi-channel platform across WhatsApp, Email, SMS, RCS, Instagram, and AI-powered automation. You will drive client success by ensuring adoption, improving engagement, and aligning our solutions with their business goals.

Working closely with founders, product, and marketing teams, you will influence the product roadmap, gather feedback, and guide clients on best practices. Your role covers the full customer lifecycle, onboarding, adoption, renewals, and expansions, with a focus on delivering measurable outcomes such as CSAT, NPS, retention, and revenue growth.

Your growth:

• Scale with us: from a 40-person team becoming a 200-person team and will grab the rarest opportunity to be in the room where the company's decisions are planned with founders, product, and marketing leaders.
• You'll love working with super-strong technical, design, and product teams, and fall in love with a technology-first approach to solve large-scale business problems.
• You will be rewarded with a competitive offer in cash and stocks

Key Responsibilities:

• Act as a product advisor to our clients, working towards achieving their business goals and success metrics.
• Drive renewals, expansion, and revenue growth by influencing retention and upsell/cross-sell opportunities.
• Ability to manage client relationships and expectations. Goal-oriented and data-driven to actively track bot performance and drive metrics like CSAT, NPS, Adoption and Usage for clients.
• Proactively analyze customer data to improve the end-user experience
• Collecting product feedback and conveying ideas for improvement to our technical teams.
• Collect, prioritize, and share product feedback/features to shape the product roadmap.
• Educate the clients about the working of the BusinessOnBot's Dashboard, reporting structure, and other relevant features.
• Drive product adoption with the ability to cross-sell/upsell

What makes you a good fit:

• 2+ years of experience in Customer Success in SaaS
• Strong product thinking with ability to translate customer goals into product outcomes.
• Excellent communication, presentation, and stakeholder management skills.
• Strong negotiation, communication and presentation skills
• Demonstrates a deep understanding of customer's concerns and thoughts regarding the use of products
• Analytical and data-driven with ability to work with multiple stakeholders.
• Familiarity with CRM & success tools like Freshdesk, Gainsight and Excel (microsoft suite)

Benefits:

• Flexible working hours
• Work closely with the founders
• Access to standard company benefits.
• Opportunities for career growth and skill development.
• ESOPs with clear structure and growth-linked allocation.

Join us at BusinessOnBot and be part of our transformative journey as we expand our product offerings, empowering businesses to achieve their full potential through innovative technology solutions.

Job Type: Full-time

Pay: ₹600, ₹800,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Ability to commute/relocate:

• Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Have you worked in an E-commerce, D2C set up?

Experience:

• SaaS: 1 year (Required)
• Customer retention: 1 year (Required)
• Upselling: 1 year (Required)

Work Location: In person