Retention Consultant

WebEngage; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Learning culture with cutting-edge tools

Best-in-class medical insurance

Mental health programs

Contemporary leave policy

Job summary

WebEngage is seeking a Customer Success Manager located in Gurugram to serve as the primary point of contact for SMB clients. The role focuses on ensuring client satisfaction and success while fostering deep relationships and understanding clients' unique needs.

The ideal candidate has 2-4 years of SaaS experience, excels in customer service, and possesses strong communication skills. WebEngage promotes a learning culture and supports work-life balance with comprehensive benefits.

Qualifications

• Strong customer service background with excellent follow-up and organizational skills.
• 2-4 years of relevant SaaS Customer Success experience.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Excellent personal presentation and communication skills.
• Hands-on experience with ChatGPT is preferred.

Responsibilities

• Serve as the primary point of contact and trusted advisor for SMB clients.
• Monitor client usage and engagement data to identify trends.
• Collaborate closely with internal teams for client advocacy.
• Conduct regular one-on-one check-ins to ensure customer satisfaction.
• Assist in resources and documentation creation.
• Conduct webinars and training sessions for clients.

Skills

Customer service excellence

Organizational skills

Communication skills

SaaS Customer Success experience

Diplomacy and tact

Experience with ChatGPT

Job description

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

Trusted by 800+ brands, we are present globally with strong footprints in India, UAE, KSA, SEA and Europe. WebEngage powers intelligent, real‑time engagement across the entire customer lifecycle.

• Built for scale
• Built for complexity
• Built for outcomes

We are a full‑stack retention operating system combining:

• 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 – an AI‑native layer with agentic capabilities

Responsibilities

• Serve as the primary point of contact and trusted advisor for SMB clients, ensuring their success with our product and building deep relationships to understand unique needs and goals.
• Monitor client usage and engagement data to identify trends and improvement opportunities.
• Collaborate closely with internal teams to advocate for client needs and contribute to product enhancements.
• Conduct regular one‑on‑one check‑ins to ensure ongoing satisfaction and success.
• Assist in creating resources, documentation, and campaigns to support customer education.
• Assist in creating automated workflows based on customer/user behaviors.
• Conduct webinars and training sessions for the client base based on customer needs.

Requirements

• Strong customer service background with excellent follow‑up and organizational skills.
• 2‑4 years of relevant SaaS Customer Success experience.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Excellent personal presentation and communication skills and strong client servicing skills.
• Hands‑on experience with Chat GPT is preferred.

Life at WebEngage

• Transparency through detailed team goals and top‑level view via monthly & quarterly town hall meetings.
• Highly inclusive work culture promoting a relaxed, creative and productive environment.
• Practice autonomy, open communication, and growth opportunities while maintaining a perfect work‑life balance.

Perks & Benefits

• Learning culture with cutting‑edge tools, mentorship, and device allowances.
• Best‑in‑class medical insurance (including Covid care), mental health programs, and a contemporary leave policy.

WebEngage is an equal opportunity employer supporting diversity and inclusion for all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.