Retention Head

1 week ago

New Delhi, India Bhash Software Labs Full time

Head of Retention & Customer Success (Bhashsms)Location: Bangalore (On-site) Company: Bhashsms Reporting To: COO---✅About BhashsmsBhashsms is building India’s first SME Engagement OS — powering WhatsApp API, SMS, RCS, and automated customer communication for thousands of small and medium businesses.We are scaling fast and are on a mission to reach ₹200 crore/month revenue by 2030. To achieve this, we are building a world-class Retention & Success engine.---✅About the RoleWe are looking for a Head of Retention & Customer Success who will own:✨ Activation Repeat recharges Win-backs Customer value LTV NPS & CSAT Reducing churnYou will lead the team that ensures every SME who buys from us becomes a long-term, active, recharging customer.This is a high-impact leadership role.---✅ Key ResponsibilitiesActivation (0–7 Days)️ Ensure every new customer completes onboarding and sends their first campaign. Build onboarding playbooks and templates.Retention & RevenueGrow repeat recharge rate from 5% → 20%. Build retention journeys, lifecycle flows, upsell/cross-sell processes.Win-back Engine♻️ Recover 30/60/90-day inactive customers. Run offers, nudges, outreach, and personalized campaigns.Team LeadershipBuild and manage a team of Retention Executives, Onboarding Specialists, and Win-back reps. Run daily/weekly metrics reviews.Customer Insights & Product FeedbackIdentify churn drivers and work with Product/Tech to fix them. Share weekly customer insights with leadership.Automation & Process⚡ Implement low-balance alerts, seasonal flows, festival campaigns, and win-back automation in partnership with Tech.---✅ KPIs (What You Will Own)D1 & D7 activation rate Repeat recharge % Customer LTV Churn rate ⏳ 30–90 day win-back % ⭐ CSAT/NPS ❗ Negative review recovery % Team quality score---✅ Ideal Candidate4–10 years in Customer Success, Retention, Lifecycle Marketing Experience with SaaS, CPaaS, fintech, CRM, or SME products Strong analytical skills Strong Hindi + English Has built/managed a team Highly operational and process-driven Obsessed with customer success ❤️---✅ CompensationUpto ₹70,000/month Performance bonuses based on retention KPIs and recharge revenue.---✅ Why Join Bhashsms?You will build India’s most powerful SME Retention Engine Work directly with COO & Founder Massive room to grow as company scales 10x+ ️ Ownership, autonomy, and real impact Be a key part of a company targeting ₹200 crore/month by 2030Please share resume to shrinidhi@bhashsms.com

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