Head of Retention

1 week ago

Bengaluru, Karnataka, India Bhash Software Labs Full time ₹ 4,80,000 per year

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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