Lead Customer Success Manager

Location: Bangalore, India

Markets: AU/NZ, UK/EU, US/CA

Reporting to: Lead Key Account Manager

About Bark

Bark is revolutionising the way people find professionals in over 1,000 unique categories. As the UKs largest and fastest-growing services marketplace, were 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, were 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. Youll 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.

About The Role

The Lead Customer Success Manager (Lead CSM) is responsible for designing and maintaining the Customer Success operating model at Bark for Sellers post-activation, ensuring success outcomes are scalable, predictable and consistent.

The role focuses on system design, segmentation, coverage and cross-functional alignment rather than day-to-day Seller execution.

Key Responsibilities

• Own Seller segmentation and success post-activation
• Define entry and exit criteria for each Seller segment
• Support with the CS coverage model and capacity planning
• Ensure CS effort is deployed where it drives the greatest retention impact
• Own Seller health scoring and leading indicators of churn
• Define how health signals are tracked, interpreted and actioned
• Continuously improve the quality and usefulness of health data
• Own the quality, completeness and adoption of all CSM playbooks
• Identify missing playbooks or broken success motions
• Ensure playbooks are consistently executed across the team
• Design and deliver scaled success programs (webinars, education, automation)
• Reduce reliance on 1:1 support where appropriate
• Act as the primary CS partner to other teams
• Close the feedback loop between Sellers and internal teams
• Enable fast, effective onboarding of new CSMs
• Maintain documentation, training materials and standards
  
  

Success Measures

• Retention consistency across Seller segments
• Predictability and explainability of CS outcomes
• Clarity and effectiveness of segmentation and coverage
• Speed and quality of CSM onboarding
• Internal confidence in CS reporting and insight
  
  

Ideal Profile

• Deep experience in Customer Success, marketplaces, or similar roles
• Strong systems thinker with a structured approach to problem solving
• Comfortable owning ambiguous cross-functional problems
• Trusted by senior stakeholders
  
  

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.

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