Customer Success Manager at Bark

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

30 Apr, 26

Salary

0.0

Posted On

30 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Coaching, Diagnostic Skills, Data-literate, Process-driven, Behavioural Coaching, Seller Retention, Lead Response Speed, Follow-up, Conversion, CRM Hygiene, Product Issue Escalation, Sustainable Behaviour Change, Seller Health Scores, Intervention Strategies

Industry

technology;Information and Internet

Description

Location: Bangalore, India Markets Covered: US-Canada OR UK-Ireland OR Australia-New Zealand About Bark Bark is revolutionising the way people find professionals in over 1,000 unique categories. As the UK's largest and fastest-growing services marketplace, we're on a mission to make finding the right professional quick and easy. With a presence in eleven countries and plans for further expansion, joining us at this genuinely exciting time will be a journey like no other. Our cutting-edge technology ensures that you can always find the best professional for any job. With a talented team of over 250 dedicated individuals, we're committed to providing exceptional service and ensuring that our customers are satisfied every step of the way. This is an exciting time to join our scaling business, we recently placed in the Sunday Times Best Places to Work 2024. As a profitable scale-up, Bark is in a unique position to offer the best of both worlds: the excitement and agility of a start-up combined with the financial security and backing of a renowned private equity firm, EMK Capital. You'll have ownership, agility, responsibility and stimulation without any of the worry. About Bark India Bark India is the largest operation of Bark outside the UK, with more than 50 staff members. Bark India started operations in December 2022 and currently manages Marketing and Sales functions for India, South Africa and Singapore. In addition, there is also customer support team that provides support to India and Global operations. Role Overview The Customer Success Manager (CSM) is responsible for ensuring Bark Sellers in their focus categories achieve early ROI, use the platform correctly and continue to use the platform long term. The role focuses on Seller outcomes, behavioural coaching and retention Key Responsibilities ● Own post-activation onboarding for a defined portfolio of Sellers ● Reduce time to success on the platform through support with set-up ● Ensure Sellers understand how to succeed on Bark ● Monitor Seller health scores and behavioural signals ● Proactively intervene with at-risk Sellers using defined playbooks ● Diagnose underperformance (setup, behaviour, expectations, supply) ● Coach Sellers on lead response speed, follow-up and conversion ● Address “lead quality” concerns using data and internal insights ● Drive sustainable behaviour change rather than short-term fixes ● Execute core CSM playbooks consistently ● Maintain clean CRM hygiene and accuracy ● Escalate genuine product issues appropriately Success Measures · Seller retention (logos & revenue) · Time to first positive outcome · Health score improvement · Reduction in early-life churn · Some kind of VOC score (tbc) Ideal Profile · Experience in Customer Success, Account Management or other customer facing roles · Strong coaching and diagnostic skills · Comfortable challenging Sellers constructively · Process-driven and data-literate Working Hours & Availability · If supporting US-Canada - Shift 08:00 PM IST to 05:00AM IST · If supporting UK-Ireland - Shift 12:30PM IST to 09:30PM IST · If supporting Australia-New Zealand - Shift 05:00AM IST to 02:00PM IST Perks and Benefits · Flexible working policy with India office located in CBD Bangalore · Insurances - Family Floater Mediclaim, Employee Personal Accident and Employee Term Life · Personal annual L&D Budgets to spend on your development · Enhanced Cult.fit membership for all employees with access to mental health courses and fitness classes · Fully stocked snacks in pantry, Quarterly All-site Socials · Being at the forefront of an industry with new and exciting problems to solve Interview Process · Screening with Talent Partner · 1st Stage - Interview with Hiring Manager (30 mins) · 2nd Stage - Technical Task & Interview (60 mins) · 3rd Stage - Values interview (30 mins) Diversity Statement At Bark, we are a platform for people, revolutionising the way professionals and individuals connect since 2014. Our culture is defined by excitement, ambition, and a commitment to raising the bar. We value diversity, equity, inclusion, and belonging (DEIB) and are dedicated to embedding these principles into everything we do. We are committed to fostering an inclusive environment where everyone can thrive, and our focus is on hiring, retaining and developing a globally diverse workforce that is passionate about excelling our platform and supporting our customers succeed. Be part of our dynamic team, where bold ideas thrive, and create a future worth shouting about.

Responsibilities

The Customer Success Manager is responsible for ensuring that Bark Sellers achieve early ROI and continue using the platform long-term. This includes onboarding, monitoring Seller health, and providing coaching to improve performance.