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Client Success Manager
Full-time
Bakuun is building a global platform that powers complex hospitality distribution spanning connectivity APIs, marketplace operations, payment processing and enterprise-grade property management.
About the Job
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: ticket routing, response automation, escalation logic and knowledge base structuring.
Own SLA performance and drive continuous improvement across response time, resolution time and consistency.
Build and optimize the full ticketing structure: categorization, prioritization, tagging and escalation.
Manage a portfolio of accounts focused on engagement quality and long-term retention.
Lead and develop the client success team with clear ownership and performance standards.
Qualifications
4-6 years in Customer Success, Support Operations, Onboarding or Account Management within B2B SaaS or Fintech.
Hands-on experience with ticketing systems (Zendesk, Intercom, Freshdesk) and structured support workflows.
Experience designing automation workflows (AI tools, chatbots, Zapier/Make) and exposure to AI-assisted support or LLM-based tooling preferred.
