CSM - Agentic Commerce - US

Job Overview

Company: Bik.ai

Location: HSR Layout, Bengaluru

Joining: Immediate

Shift: US (EST) Timezone

Job Summary

We are looking for a csm to own and nurture relationships with our US customers using the Bik and Manifest platforms. This role focuses on ensuring customers achieve their desired outcomes with the product, drive adoption, and maximize value from the platform.

As a CSM, you will act as the trusted advisor and primary point of contact for customers, guiding them through onboarding, product adoption, and ongoing success. You will work closely with Product, Engineering, and Support teams to ensure a seamless customer experience while identifying opportunities for growth, expansion, and long-term retention.

This is a customer-facing role that requires strong communication, ownership, and the ability to build meaningful relationships with US-based clients while working in the US (EST) shift.

What Will You Do

• Own the end-to-end customer lifecycle from onboarding to adoption and long-term retention.
• Act as the primary point of contact for US customers, ensuring a seamless customer experience.
• Drive product adoption, engagement, and value realization across customer accounts.
• Conduct regular customer check-ins, QBRs, and product walkthroughs to ensure success and alignment with business goals.
• Partner with customers to understand their use cases, goals, and challenges, and guide them on best practices.
• Identify opportunities for account expansion, upselling, and renewals.
• Collaborate with Product, Engineering, and Support teams to resolve customer issues and improve the product experience.
• Track and monitor customer health metrics, usage data, and feedback to proactively prevent churn.
• Advocate for customers internally by sharing product feedback, feature requests, and insights.
• Maintain accurate documentation of customer interactions, success plans, and account updates.

What Are We Looking For

Must Have

• 2–5 years of experience in Customer Success, Account Management, or Customer Experience roles.
• Experience managing B2B SaaS or technology customers.
• Excellent communication and relationship-building skills, especially with US/global customers.
• Strong problem-solving ability and customer-first mindset.
• Ability to manage multiple accounts while maintaining high engagement and responsiveness.
• Willingness to work in US (EST) shifts.

Good to Have

• Experience working with MarTech, eCommerce, or SaaS platforms.
• Familiarity with tools or ecosystems such as Shopify, WhatsApp Business, or messaging platforms.
• Experience working with US or global customers.
• Exposure to customer analytics, health scoring, or CRM tools.

Behavioural Competencies

• Strong ownership and accountability for customer outcomes.
• Excellent communication, empathy, and listening skills.
• Ability to build trust and long-term relationships with customers.
• Structured thinking and ability to manage multiple priorities effectively.
• Calm and solution-oriented during escalations or critical customer situations.

Measures of Success

• Customer Satisfaction (CSAT) and customer feedback.
• Customer retention and renewal rates.
• Product adoption and engagement metrics.
• Expansion revenue from existing accounts.
• Quality of customer relationships and overall account health.