Head of Retention

5 days ago

Bengaluru, India Bhash Software Labs Full time

About Bhash Bhash 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 on a mission to reach ₹200 crore/month in revenue by 2030. To achieve this, we’re building a world-class Retention & Success Engine — and we’re looking for a passionate leader to drive it. 🎯 About the Role We’re hiring a Head of Retention & Customer Success who will own the complete customer lifecycle — from activation to repeat recharges, win-backs, and long-term customer value. You’ll lead the team that ensures every SME who buys from us becomes a long-term, active, and recharging customer. This is a high-impact leadership role reporting directly to the Founders. 🔑 Key Responsibilities Activation (0–7 Days) Ensure every new customer completes onboarding and sends their first campaign Build onboarding playbooks, templates, and automated workflows Retention & Revenue Grow repeat recharge rate from 5% → 20% Design lifecycle journeys, upsell/cross-sell processes, and retention campaigns Win-back Engine Recover 30/60/90-day inactive customers through offers, nudges, and personalized outreach Team Leadership Build and manage a team of Retention Executives, Onboarding Specialists, and Win-back reps Run daily/weekly metrics reviews and performance tracking Customer Insights & Product Feedback Identify churn drivers and collaborate with Product/Tech teams to fix them Share weekly customer insights and reports with leadership Automation & Process Excellence Implement low-balance alerts, seasonal retention campaigns, and automated win-back flows 📊 Key KPIs You’ll Own D1 & D7 Activation Rate Repeat Recharge % Customer Lifetime Value (LTV) Churn Rate 30–90-Day Win-back % CSAT / NPS Negative Review Recovery % Team Quality Score 🧠 Ideal Candidate 4–10 years of experience in Customer Success / Retention / Lifecycle Marketing Experience in SaaS, CPaaS, CRM, or Fintech preferred Strong analytical and communication skills (Hindi + English) Proven experience in team building and leadership Highly operational, process-driven, and customer-obsessed 💰 Compensation ₹40,000 – ₹70,000/month (based on experience) Performance bonuses linked to retention KPIs and recharge revenue 🌟 Why Join Bhashsms? Build India’s most powerful SME Retention Engine Work directly with the COO & Founder Massive growth opportunities as the company scales 10x+ Ownership, autonomy, and real impact Be a key part of a company targeting ₹200 crore/month by 2030

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