We want to keep ourcustomers for life. To do that, customer success is probably going to be our most key function and we want to treat it like that. So far our customer success function has beenfounder-led,we have a track record of 250+ 5-star reviews and the enviousnet negative churn(to the extent where some of our customers pay 5-10X of what they started with).
We're now at a point where weve scaled 10X in the past year and to do that again next year we want to double down on our existing customers. This role involves owningcustomer retentionand making themtrue fans of BiteSpeedwhile alsolistening to customer feedbackto form a pipe of customer insights for our product team.
What youll do
- Your core job is toown our customer relationships, make them successful and fans of BiteSpeed.
- Tracking product adoptionfor our enterprise customers, ensuring they are getting maximum value leading toupsells and expansion revenue.
- Becoming atrusted product advisorfor our customers, helping them with all the tricks of the trade to get maximum value from BiteSpeed.
- Managingcross-sells for new products and renewals, owning expansion revenue at an account level.
- Building theplaybook for our customer success functionto scale for the next stage of growth.
What makes you a good fit
- You care about delivering aservice experience that parallels a Michelin star Italian restaurant.
- Yougenuinely like helping peopleand making them successful.
- You have2+ years of experiencemanaging mid market accounts & at a SaaS startup.
- You have agenuine interest in conversationswith people from different backgrounds to learn about their lives.