Minimum Qualifications
- 4–6 years of experience in Customer Success, Support Operations, Customer Onboarding or Account Management within B2B SaaS, Fintech, or platform environments.
- Proven experience owning customer lifecycle outcomes, including onboarding, engagement, retention, and SLA performance.
- Hands-on experience with ticketing systems (e.g., Zendesk, Intercom, Freshdesk) and building structured support workflows.
- Strong ability to work with data (Excel, dashboards) to identify trends, gaps, and performance issues.
- Experience operating in high-accountability environments with clear ownership of outcomes and metrics.
Preferred Qualifications
- Experience designing or implementing automation workflows (AI tools, chatbots, Zapier/Make, internal tooling).
- Familiarity with KYC and onboarding compliance workflows.
- Exposure to AI-assisted support systems or LLM-based tooling.
- Experience working with regional customers (Global Reach).
About the Job
Bakuun is building a global platform that powers complex hospitality distribution spanning connectivity APIs, marketplace operations, payment processing, and enterprise-grade property management.
As Client Success Manager, you will build and own the client operations layer from scratch: how support is structured, how automation is applied, and how accounts are managed at scale. You won't just use tools, you'll design and implement the logic behind them.
Responsibilities
- Design and implement AI-driven/ scalable support workflows end-to-end ticket routing, response automation, escalation logic and knowledge base structuring.
- Own SLA performance and drive continuous improvement across response time, resolution time, and service consistency.
- Build and optimize the full ticketing structure: categorization, prioritization, tagging, and escalation paths.
- Manage a portfolio of accounts with a focus on engagement quality, clear communication, and long-term retention.
- Use ticket data and usage trends to identify friction points and implement structural fixes not one-off responses.
- Own KYC and onboarding workflows, and establish operational standards with a mandate to extend them into new markets.
- Lead and develop the client success team, setting clear ownership, performance standards and a culture of accountability.
