Retention Head

4 days ago


Bengaluru, Karnataka, India Bhash Software Labs Full time ₹ 40,00,000 - ₹ 1,00,00,000 per year

Head of Retention & Customer Success (Bhashsms)

Location: Bangalore (On-site)

Company: Bhashsms

Reporting To: COO



About Bhashsms

Bhashsms 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 Role

We are looking for a Head of Retention & Customer Success who will own:

Activation

Repeat recharges

Win-backs

Customer value

LTV

NPS & CSAT

Reducing churn

You 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 Responsibilities

Activation (0–7 Days)

Ensure every new customer completes onboarding and sends their first campaign.

Build onboarding playbooks and templates.

Retention & Revenue

Grow 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 Leadership

Build and manage a team of Retention Executives, Onboarding Specialists, and Win-back reps.

Run daily/weekly metrics reviews.

Customer Insights & Product Feedback

Identify 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 Candidate

4–10 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


Compensation

Upto ₹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 2030

Please share resume to


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