Customer Success Manager - Enterprise Accounts

Read more about us here - [hidden] About the roleWe want to keep our customers for life. To do that, customer success is probably going to be our most important function and we want to treat it like that. So far our customer success function has been founder-led, we have a track record of 200+ 5-star reviews (which we openly brag about ([hidden] and the envious net 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 we’ve 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 owning customer retention and making them true fans of BiteSpeed while also listening to customer feedback to form a pipe of customer insights for our product team.What you’ll doYour core job is to own our customer relationships, make them successful and fans of BiteSpeed.Tracking product adoption for our enterprise customers, ensuring they are getting maximum value leading to upsells and expansion revenue.Becoming a trusted product advisor for our customers, helping them with all the tricks of the trade to get maximum value from BiteSpeed.Managing cross-sells for new products and renewals, owning expansion revenue at an account level.Building the playbook for our customer success function to scale for the next stage of growth.What makes you a good fitYou care about delivering a service experience that parallels a Michelin star Italian restaurant.You genuinely like helping people and making them successfulYou have 2+ years of experience managing enterprise accounts & at a SaaS startup.You have a genuine interest in conversations with people from different backgrounds to learn about their lives