Retention Consultant

WebEngage; Mumbai; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Medical insurance

Macbook for Engagers

Town hall meetings

Contemporary Leave Policy

Mentorship and growth opportunities

Job summary

WebEngage in Mumbai is hiring a Customer Success Manager for SMB clients to drive adoption, retention and satisfaction with our enterprise-grade engagement platform used by leading brands across e-commerce, fintech and beyond.

You will serve as the primary point of contact and trusted advisor, develop and maintain deep relationships with clients, monitor usage and engagement data, collaborate with product, support and sales teams to represent client needs and guide product improvements, and lead

Qualifications

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

Responsibilities

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

Skills

Customer success

SaaS

Client relationship management

Communication skills

Problem solving

ChatGPT experience

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

Requirements:

• Strong customer service background, 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 & strong client servicing skills
• Hands on experience with Chat Gpt is preferred

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, and 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)

Do you think you fit the bill? Come along, let's redefine the future of Marketing Automation!

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.