About BiteSpeed
Hey there! We are a
Sequoia-backed SaaS startup
on a mission to help
e-commerce brands
embrace
conversational commerce
as the future of selling online.Currently,
2000+ Shopify brands
across
50+ countries
use BiteSpeed to
drive 20%+ revenue
doing everything from Whatsapp marketing to chatbots & handling support across channels.💡
Read more about our mission and the story of commerce here!
Check out more about us here
- https://www.bitespeed.co/ and do read through our 200+ odd 5-star reviews to get a sense of what our customers say about us (we openly brag about this 😉).
We’ve had some solid investors back us
(making it easier for you to stalk us since you’d do this anyway) -
About The Role
We 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 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 do
- Your core job is to own our customer relationships, make them successful and fans of BiteSpeed
- Giving customers a delightful onboarding experience and helping them get setup for success
- Tracking product adoption for our 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 fit
- You care about delivering a service experience that parallels a Michelin star Italian restaurant
- You genuinely like helping people and making them successful
- You have a genuine interest in conversations with people from different backgrounds to learn about their lives
Salary and Location
Location:
Bangalore
Expected CTC:
We pay top of market for the right folks and also offer generous equity (ESOP) to everyone in the team
Our Way Of Life
Over time we’ve realised that while we’re super excited about shaping the future of commerce, a big part of why people join us and stick with us is because they resonate with our way of life. You could call it work culture - but it ends up becoming more than just that.It’s taken us time to discover and articulate what our culture feels like, this evolving document is an attempt to candidly share what it’s like working at BiteSpeed.Our PurposeAt BiteSpeed, work is personal. You could blame this on us being existential, but most of us are spending the best years of our lives doing this and we want to be purposeful about the kind of workplace we’re trying to create. Our purpose is about why we’re here and what we care about:-
We like to think of BiteSpeed as being a gym for our careers. It’s where we come to do great work we can be proud of and push ourselves in the pursuit of excellence. Is it comfortable? No. Is it painful? Sometimes. Is it fulfilling? Yes. We were never the company that was supposed to win - We started out of a dorm room, solo founder, early engineers who hadn’t written code in their lives setting out to build a global SaaS company. Our roots are in doing things we are unqualified for and we bet on people who want that journey for themselves. There are stories of people across the company from a 20 year old who’s never done sales closing enterprise deals to a college intern owning an enterprise product lifecycle - these are the stories we are proud of. If someone can look back after 2 years of working at BiteSpeed and say they don’t identify with who they were, we’d call it a success and we want to help them get there.
Somehow most companies are shy about wanting to make money. It’s looked at as this thing which everyone does but no one really talks about. We’re not ashamed of doing it for the money. Wealth unlocks choice. If life is an amusement park, we think there is value to getting an unlimited rides pass. It's purposeful for us to try to create wealth that allows people to achieve their life's dreams - whether that's owning a house or booking a dream vacation for their parents. We do this by ensuring everyone in the team gets equity and there are generous cash & equity bumps on a frequent basis to reward performance and alignment in values.
We’re not here for a participation certificate. We’re playing to win. The keyword here is ‘together’. Winning ‘together’ is about recognising it’s a team sport. We don't care about man of the match awards, either we win the trophy or we don’t. There is a certain camaraderie that comes with winning together that’s hard to explain, but it’s deeply fulfilling and energising. The question we ask ourselves is - can we play the game like it’s never been played before?
Our ValuesOur values are about how we do what we do. Values define the right thing to do. We hire, reward and sometimes have to let go based on our values. ****We have 5 core values:-
We value people who care about doing a good job. Going above and beyond is about doing more than the bare minimum that gets the job done and raising the bar each time we have the opportunity to do so
Each company has an operating rhythm and this is that for us. Making things happen is the opposite of being passive. It’s about high agency, about always believing there is a way to get what we want and either finding the way or making the way
We are candid and direct when it comes to sharing feedback, transparent with our numbers and intellectually honest about the realities of any business situation
We’re not building rockets. We care about moving fast and iterating towards perfection. We like to take a minimum viable approach to prioritisation and problem solving and actively look for 80/20 solutions
- Don’t Take Yourself Seriously, Take Your Work Seriously
Great things are built when people can contribute to pursuits beyond themselves. Being low ego, not needing praise to do a good job, taking feedback with humility, being self-critical all add up to this
Perks & BenefitsSmall things we’ve done to ensure we take care of our wellness, learning & keep things fun:-
- Health Insurance - Health insurance cover and accident coverage for extra cushion and mental peace when rainy days hit us
- Quarterly Offsites - Quarterly offsites are a core part of the BiteSpeed culture. Our offsites range from intense quarter planning sessions to crazy mafia nights and competitive cricket matches (with a lot of trash talking)
- Cult Fitness Membership - All work and no play makes jack a dull boy. Cult Fit and Cult Play passes to make sure we hit the gym more often
- Personal Development - We sponsor courses, conference tickets, books on a case to case basis to ensure we’re constantly growing
- Salary In Advance - Trust first, by default. We pay out salaries in the first week of the month
Skills: customer feedback analysis,customer relationship management,retention management,customer success,onboarding,cross-selling,product adoption,renewals,upselling and cross-selling,account management,cutomer relationship,retention
