Location: India (In-House)
Reporting to: Customer Success Lead
Working Hours / Shift Timings : UK Shift (1:00 PM IST to 10:00 PM IST), subject to changes in UK daylight saving time.

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

As a Customer Success Manager (CSM) at Bark you will play a key role in helping Bark Professionals get the most out of the platform, achieve an early return on investment (ROI) and build long-term success.

You'll do this by managing a portfolio of Professionals (sellers) across defined categories, supporting them from onboarding through to ongoing engagement and retention. By understanding their goals, monitoring performance and identifying potential challenges early, you'll provide practical guidance to help them improve their results.

A key part of the role is coaching Professionals on how to use Bark effectively, from building a strong profile and responding to enquiries to improving conversion. You'll take a proactive, data-led approach to identifying those who may be struggling or at risk of disengaging, helping them develop the right behaviours for sustainable success.

Ultimately, your focus will be on helping Professionals recognise the ongoing value of Bark and continue investing in the platform.

Responsibilities

• Own post-activation onboarding for a defined portfolio of Professionals

• Reduce time to success on the platform through support with set-up

• Ensure Professionals understand how to succeed on Bark

• Monitor Professional health scores and behavioural signals

• Proactively intervene with at-risk Professionals using defined playbooks

• Diagnose underperformance (setup, behaviour, expectations, supply)

• Coach Professionals on how to handle enquiries, setting up a great portfolio and conversion

• Effectively communicate Professional issues internally

• Drive sustainable behaviour change rather than short-term fixes

• Execute core CSM playbooks consistently

• Maintain clean CRM hygiene and accuracy

• Escalate genuine product issues appropriately

Required Skills & Experience

• 2+ years' experience in a phone-led customer-facing role, such as Customer Success, Account Management, Inside Sales or Retention

• Experience working with customers in the UK market

• Excellent verbal and written communication skills, with the ability to build relationships and influence customer behaviour

• Strong coaching skills, with the ability to turn performance insights into practical, actionable advice

• Data literate, with experience using CRM systems and performance metrics to manage a large customer portfolio

• Proactive approach to identifying underperformance, resolving challenges and improving customer retention

• Strong organisational skills, with the ability to prioritise competing needs across a high-volume portfolio

• Experience working with trade professionals or within a marketplace environment is advantageous

What does success look like in this role?

• Professional retention (logos & revenue)

• Time to first positive outcome

• Health score improvement

• Reduction in early-life churn

• Professional Upgrades