Customer Success Manager

About Us We are a Y Combinator backed company (YC W21) and have closed our pre-series A round. Backed by experienced founders/CXOs/directors from renowned companies like WhatsApp, Lulu group, OYO, Netflix, Pepsico, Cleartax, InMobi, etc., to add to our team.In 2025, Businessonbot has grown 20% MoM, March'25, MRR and inched towards profitability in Q1 of FY 2025. We target a massive wave of D2C businesses in India. In the year 2025, we are the market leader in our domain. There’s never been a more exciting time to be in BusinessOnBot.We are on a mission to help a million+ consumer brands with automated sales and user acquisition via our Omnichannel Marketing and Support suite (WhatsApp/Instagram/Email and SMS). We have moved into enterprise domains and also expanded into international markets.Position Overview: We are pulling a small group of people into the room where the next version of BusinessOnBot gets built, and we want one of them to own the customer side of it end to end.This is not a ticket queue with a title. You will carry a book of India's fastest-moving D2C brands, sit in on the roadmap calls that decide what we ship next, and take our newest products from zero customers to a category we own. If you have ever watched a product decision get made badly from three rungs below and wanted to be the one making it, this is that seat.Key Responsibilities:Own outcomes, not tickets. You own a portfolio of D2C brands — their revenue, their retention, their growth on our platform. Renewals and expansion are yours to win, not someone else's to chase.Be a product advisor. You are the person the founder of a ₹100 Cr brand calls to ask what to do about their retention numbers. You will know their funnel better than their own growth lead does.Launch new bets. You take products that don't have customers yet and find the first ten who love them. You write the playbook, the pricing feedback, the positioning notes — because nobody has written them yet.Shape the roadmap. You sit between customers and engineering with real influence. What you escalate gets built. What you deprioritise doesn't.Run on data. Adoption, usage, CSAT, NPS, GRR, NDR — you instrument them, read them, and act on them before the customer tells you something is wrong.Build the function. As we grow, the CS org grows under you. The first person in this seat has a clear path to leading it.What makes you a good fit:1–4 years in Customer Success, Account Management or Growth at a SaaS company — ideally one where you carried a number.Commercial instinct. You are comfortable talking price, defending value, and asking for expansion.Genuine product thinking you can translate a brand's business goal into a specific thing our platform should do.Analytical by default. Comfortable in spreadsheets and dashboards; able to build a case from data rather than anecdote.Sharp written and verbal communication with founders and CXOs. You can hold the room.Bonus: exposure to D2C, Shopify, WhatsApp Business Platform, or CRM/CS tooling like Freshdesk, Jira, or Gainsight.Above all: high ownership. Ambiguity energises you instead of stalling you.Benefits:Early-team scope in a company that already has revenue, customers and product-market fit, the upside of early without the coin-flip.Cash plus ESOPs with a clear structure and growth-linked allocation.Direct access to the founders. Weekly, not quarterly.Flexible working hours and a team that optimises for output over attendance.A front-row seat to Indian D2C, the fastest-moving consumer market in the world right now.Join us at BusinessOnBot and be part of our transformative journey as we expand our product offerings, empowering businesses to achieve their full potential through innovative technology solutions.