About this role
Location: Bangalore, India
Markets: AU/NZ, UK/EU, US/CA
Reporting to: Lead Key Account Manager
About Bark
Bark is an online services marketplace connecting customers with professionals across over 1,000 categories. Operating in nine countries including the UK, US, Australia, Canada, and New Zealand, we're transforming how people find trusted service providers for everything from home improvement to professional services.
Our platform uses cutting-edge technology to match customers with the right professionals quickly and efficiently. With a global team of over 220 people, we're currently undergoing an exciting transformation: migrating from a lead generation model to a full marketplace platform with subscription based pricing.
As a profitable, PE backed scale up (EMK Capital), Bark offers the best of both worlds: the agility and innovation of a fast moving business combined with financial stability and resources for growth. We recently launched our new marketplace model in Australia (Q4 2025) and are preparing for rollout to the UK and US markets in 2026. You'll have genuine ownership, responsibility, and the opportunity to shape our commercial strategy during a pivotal transformation phase with the chance to make your own contribution to our journey.
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.