Customer Success Manager

WebEngage; Mumbai; On-site; INR 2,000,000 - 2,800,000; Full time

Benefits offered by this job

Macbook for Engagers!

Medical insurance (Covid Care)

Contemporary Leave Policy

Job summary

WebEngage in Mumbai is seeking a Senior Customer Success/Account Manager to own renewals and lead upsell across enterprise accounts.

You will partner with Product, Sales and Solutions to build long‑term relationships, expand adoption of the WebEngage platform, and drive measurable business impact through AI‑driven campaigns.

This role requires strong English communication, diplomacy in escalations, and willingness to travel for on‑site meetings.

Qualifications

• 3+ years in B2B SaaS Customer Success or Account Management, ideally in martech.
• A track record of owning renewals and upsell, with retention or expansion numbers you can share.
• Hands-on experience with at least one customer engagement platform, such as MoEngage, CleverTap, Braze, Bloomreach, Salesforce Marketing Cloud or Marketo.
• Practical use of LLMs (Claude, ChatGPT, Gemini, DeepSeek, etc.) in daily work, plus a conceptual understanding of RAG and MCP.
• At least one AI-powered automation you’ve built for an internal team or a customer, which you’ll be asked to walk through.
• Excellent written and verbal English, with confidence presenting to senior stakeholders.
• Composure and diplomacy when handling escalations.
• High ownership: you take problems end to end without waiting to be told.
• Willingness to travel for on-site customer meetings when neededBachelor’s degree in IT, Computer Science or a related field, or equivalent technical experience

Responsibilities

• Own renewals and drive upsell to maximize account revenue.
• Build strong relationships and maintain regular engagement with executive stakeholders.
• Drive adoption of WebEngage across customer journeys and lifecycle campaigns.
• Identify upsell opportunities and coordinate with Sales for expansion.
• Collaborate with Product, Solutions, Support and Sales to translate customer needs into solutions.
• Deliver AI-driven insights, campaigns, and optimization recommendations.

Skills

B2B SaaS Customer Success

Account Management

Renewals & Upsell

AI tools usage (LLMs)

English communication

Travel willingness

Education

Bachelor’s degree in IT/CS or related field

MBA (Nice-to-have)

Tools

MoEngage

CleverTap

Braze

Bloomreach

Salesforce Marketing Cloud

Marketo

Job description

WebEngage is an enterprise-grade customer engagement and retention platform that helps global brands across industries such as e-commerce, fintech, travel, edtech, gaming, media, and consumer apps. and turn data into measurable revenue impact.

Trusted by 800+ brands globally, we have strong presence in India, UAE, KSA, SEA, Europe and beyond.

WebEngage powers intelligent, real-time engagement across the entire customer lifecycle.

• We are built for scale.
• We are built for complexity.
• We are built for outcomes.

At our core, WebEngage is a full-stack retention operating system that combines:

• A powerful Customer Data Platform (CDP)
• Real-time behavioral segmentation and intelligence
• Omnichannel journey orchestration
• AI-driven personalization and recommendations
• Deep analytics, experimentation, and revenue attribution
• WebEngage BLACK: our AI-native layer that brings Agentic capabilities to engagement.
• Own customer outcomes. Be the primary point of contact for your accounts. Understand their business goals and turn them into WebEngage use cases that drive measurable results.
• Build relationships. Keep engagement high through regular calls and on-site meetings.
• Drive adoption. Run usage and adoption reviews, find under-used capabilities, and recommend new use cases that fit each customer’s marketing goals.
• Protect retention. Track account health, flag risks early, and act before issues affect satisfaction or renewal.
• Grow revenue. Own renewals and find upsell and cross-sell opportunities to increase revenue per account.
• Deliver campaigns. Design, implement and optimise cross-channel lifecycle and retention campaigns across email, push, SMS, WhatsApp, in-app and web.
• Enable customers. Train customer teams on best practices so they become confident, self-sufficient users.
• Communicate insights. Build reports and QBR presentations that explain performance and business impact to marketing leaders.
• Collaborate cross-functionally. Work with Product, Solutions, Support and Sales to turn customer needs into solutions and product feedback.
• Build advocacy. Develop customer references, testimonials and case studies.
• Apply AI. Use AI tools to improve how you and your customers work, such as automating reporting, analysis, campaign content or internal workflows.

Must-have:

• 3+ years in B2B SaaS Customer Success or Account Management, ideally in martech
• A track record of owning renewals and upsell, with retention or expansion numbers you can share
• Hands-on experience with at least one customer engagement platform, such as MoEngage, CleverTap, Braze, Bloomreach, Salesforce Marketing Cloud or Marketo
• Practical use of LLMs (Claude, ChatGPT, Gemini, DeepSeek, etc.) in daily work, plus a conceptual understanding of RAG and MCP
• At least one AI-powered automation you’ve built for an internal team or a customer, which you’ll be asked to walk through
• Excellent written and verbal English, with confidence presenting to senior stakeholders
• Composure and diplomacy when handling escalations
• High ownership: you take problems end to end without waiting to be told
• Willingness to travel for on-site customer meetings when neededBachelor’s degree in IT, Computer Science or a related field, or equivalent technical experience

Nice-to-have:

• MBA or business degree
• Experience managing international or enterprise accounts
• Familiarity with CDPs, CRMs, mobile measurement platforms (AppsFlyer, Adjust), ad platforms and SEO
• Knowledge of WhatsApp Business API messaging

Life at WebEngage:

• We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.
• A highly inclusive work culture that promotes a relaxed, creative and productive environment.
• Practice autonomy, open communication, growth opportunities, while maintaining a perfect work-life balance
• Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers!)
• Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)

WebEngage aims to be an equal opportunity employer. We strongly believe that when people feel respected and included they can be more creative, innovative, and successful. We believe that change is the only constant and are in the process and will continue to be in process with changing times to adapt and advance diversity and inclusion. We take affirmative action to ensure equal opportunity and complete non-disclosure of all applicants without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other characteristics not mentioned hereinabove which are protected under the law of the soil.