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Client Success Manager
Full-time
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.
