Head of Retention
5 days ago
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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