Retention Head

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 shrinidhi@bhashsms.com