Customer Success Manager (Founding Team)

About Us

IIT Kanpur grads

JP Morgan, HSBC, Nanonets, and CityMall

For engineers, that means:

• Working on

  high-volume data pipelines

  ,

  LLM-heavy workflows

  , and

  workflow orchestration

  - not toy apps.
• Building systems that sit at the intersection of

  AI, growth, and SaaS

  , where performance and reliability actually matter to revenue.
• A chance to shape the

  technical and product DNA

  of a company that’s growing fast.

10x in the last few months

If you’ve ever wanted to own and influence the core architecture of a serious AI + SaaS product, this is that window.

Details

Location

Function

Level

What are we looking for?

This is not a conventional CSM role. You are coming in as the founding Customer Success leader, responsible for building the entire customer experience engine that drives Bitscale’s long-term revenue.

You will own the full post-sales lifecycle:

1. Activation – onboarding, time to first value, training, deployment.
2. Retention & Support – ongoing adoption, technical support quality, renewals.
3. Expansion – upsell, cross-sell, identifying revenue opportunities, increasing ACV.

You’ll work closely with GTM teams to define the playbooks, metrics, processes, and systems that scale Customer Success at Bitscale.

If you are a person good at talking with customers and are super into process automations and standardisation , this role is for you.

Key Responsibilities:

1. Activation & Onboarding

• Design, run, and continuously improve Bitscale’s onboarding flows.
• Own

  Time-to-First-Value (TTFV)

  and

  Activation Rate

  as primary metrics.
• Create implementation plans, walkthroughs, success plans.
• Drive product adoption in the first 30 days with measurable checklists.
• Build self-serve onboarding checklist where possible (docs, videos, templates).

2. Retention, Adoption & Support Quality

• Own

  Net Revenue Retention (NRR)

  and

  Gross Retention

  targets.
• Monitor customer health, usage patterns, and drop-off signals.
• Build and standardize support processes: SLAs, escalation paths, triaging framework.
• Train junior CSM/support associates and set QA standards.
• Build and manage the customer knowledge base (help center, docs, templates).

3. Upsell & Expansion

• Own the

  upsell pipeline

  and collaborate with Sales on expansion plays.
• Spot opportunities based on usage trends, new product launches, adoption patterns.
• Run structured QBRs showcasing ROI and driving account expansion.
• Develop and maintain playbooks for expansions in different customer segments.

4. Strategy, Systems & Process Creation

• Implement a scalable CS process using HubSpot, Notion, internal tools, etc.
• Partner with Product on feedback loops, feature requests, customer insights.
• Partner with Sales on handoff processes and upsell workflows.

5. Hands-on work will be a reality

Even as leading strategy, you’ll need to:

• Often attend onboarding calls.
• Handle Tier-1 support.
• Troubleshoot workflows manually.
• Build templates, loom videos, custom setups.
• Jump in when customers require high-touch support.

Pre-requisites

• 3+ years of Customer Success experience, preferably in B2B SaaS.
• Demonstrated ability to design and implement CS processes/playbooks.
• Experience handling enterprise or mid-market customers.
• Comfortable working with GTM tools (HubSpot, CRM, onboarding pipelines).
• Exceptional customer communication and stakeholder management skills.
• “Ownership mindset” with the ability to build systems from scratch.
• Good to have: Ex-founder or have worked in a startup.
• Good to have: Experience in

  growth, GTM tools, outbound automation, or sales-led SaaS

  .

How Success Looks like

Within 6 months, you should have:

• Increased our current activation rates via structured onboarding.
• Built the customer health scoring system.
• Set up renewal and expansion pipelines.
• Created ~5 repeatable onboarding and upsell playbooks.
• Standardized our support processes and SLAs.
• Become the single owner of NRR, upsell, and activation metrics.

Why Join us?

• Competitive monetary compensation along with equity share (Fixed + ESOPs)
• Founding team role with real ownership and influence.
• Direct impact on activation, retention, and expansion.
• Shape a core revenue function from day one.
• Fast-growing startup with 10x ambition.
• Work closely with founders across product & GTM.
• Zero bureaucracy; high speed, high autonomy.