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Description
Company Overview At BhaiFi (bhaifi.ai), we help businesses grow with our AI-First Guest WiFi platform that enhances customer engagement, ensures compliance, and delivers seamless internet experiences. Our second product, FirewallX (firewallx.ai), is an AI-powered unified platform for network security, secure access, and visibility — built for enterprises with lean IT teams. We serve hospitality brands, cafes, co-working spaces, and digital companies, helping them simplify network operations and stay secure without the complexity of traditional tools. Job Description We are looking for a Customer Success Manager (CSM) who can build strong relationships with clients, ensure high product adoption, handle escalations, upsell effectively, and prepare insightful reports for decision-makers. The ideal candidate is analytical, a great communicator, and has experience working directly with business owners, CTOs, and CEOs. You will work across both our products — BhaiFi and FirewallX — to ensure customer satisfaction, reduce churn, and drive revenue growth through strong account farming. Roles & Responsibilities Serve as the primary point of contact for customers post-onboarding across both BhaiFi and FirewallX. Build and maintain strong relationships with IT Heads, CTOs, and CEOs. Understand customer business goals and ensure alignment with product capabilities. Proactively monitor account health and handle escalations swiftly and empathetically. Deliver regular customer reports with meaningful insights, network performance, compliance updates, and recommendations. Identify upsell opportunities and collaborate with sales to close expansion deals. Track usage, engagement, and feature adoption; drive renewals and minimize churn. Collaborate with product and tech teams to escalate feature requests and bugs. Conduct monthly business reviews (QBRs) and strategy calls with top clients. Requirements Preferred Candidate Profile 2–5 years of experience in Customer Success and Account Management (SaaS preferred). Experience working with SME clients or founders in hospitality, IT, or retail sectors. Excellent communication and presentation skills — able to simplify technical insights for non-tech audiences. Strong analytical mindset — comfortable using Excel, BI tools, or dashboards. Proven experience with upselling or account farming. Empathetic, customer-obsessed, and solution-driven. Prior experience in cybersecurity, networking, or compliance domains is a plus. Qualifications Bachelor's degree in engineering, Business, or relevant field. Certifications in Customer Success and Account Management are a plus. MBA Degree Benefits Perks and Benefits Competitive salary with commission structure. Opportunities for professional development and advancement. Supportive and collaborative work environment promoting work-life balance. Recognition, rewards, and bonuses for top performers. Show more Show less
