- Own Customer Success end to end. Full accountability for the function, its strategy, process, team and outcomes.
- Drive retention and renewals. Take existing renewal and onboarding motions from good to exceptional, and own churn against a discretionary, high-value product.
- Lead and grow the team. Manage, coach, and develop five CSMs and a team lead, raising the bar on performance, growth and capability.
- Ensure customers realize deep value. Guide sophisticated brands to actually use their data to make consequential business decisions, translating a complex product into terms non-technical operators understand.
- Build the commercial motion. Develop value expansion and upsell muscle over time as new modules and offerings come online.
- Partner cross-functionally with the founders. Work closely across product, sales, and leadership to set standard practices (QBRs, account management, value management) that don't yet exist.
- 10+ years of experience in a top performing Customer Success organization
- Proven experience being hands-on within a high growth environment, overseeing a productive and happy team
- Exceptional communication and interpersonal skills
- Strong strategic thinking and intellectual rigor
- Demonstrated ability to navigate complex commercial relationships
- Recent experience being hands-on across the full spectrum of Customer Success .
- Generous equity compensation.
- Top tier (for stage) healthcare, including medical, vision, and dental with 100% employer coverage.
- Ability to participate in a 401k.
- Bikky offers a hybrid working environment. For candidates in New York City, we have an office where the team works 3-4 days per week.
- Flexible vacation policy.
Skills Required
- 8+ years of experience in Customer Success, Account Management, or similar roles within B2B SaaS
- 3+ years leading a team
- Experience working with data and translating analytics into business decisions
- Experience managing complex enterprise customer relationships
- Strong cross-functional instincts and experience partnering with Product, Sales, and Engineering teams
What We Do
Restaurants are the heart of our communities - where we go to celebrate life’s memorable moments with those we love, and find comfort and familiarity in the world. But while the digital and data revolutions have transformed other parts of commerce and hospitality, restaurants haven’t had the same opportunity. The result has been an industry that’s - on average - had their profit margins shrink by 5x over the past 20 years. Bikky was founded on the belief that restaurants deserve the same access to data as the largest, most sophisticated businesses in the world. We believe that data can fundamentally transform the economic model of the entire restaurant industry - producing better businesses, more jobs, and stronger communities
Why Work With Us
Bikky is based in New York City and has raised over $15 million in funding to date, most recently with a Series A in Q4 2023. Our founding team has a long history of working together, with intensive personal and professional experience steeped in the restaurant industry and New York City startups. We’re proud to serve thousands of restaurant locati
