Retention Success Leader

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