Retention Head
4 days ago
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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