Head Of Retention & Customer Success

About BhashBhash 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 RoleWe’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 ResponsibilitiesActivation (0–7 Days)Ensure every new customer completes onboarding and sends their first campaignBuild onboarding playbooks, templates, and automated workflowsRetention & RevenueGrow repeat recharge rate from 5% → 20%Design lifecycle journeys, upsell / cross-sell processes, and retention campaignsWin-back EngineRecover 30 / 60 / 90-day inactive customers through offers, nudges, and personalized outreachTeam LeadershipBuild and manage a team of Retention Executives, Onboarding Specialists, and Win-back repsRun daily / weekly metrics reviews and performance trackingCustomer Insights & Product FeedbackIdentify churn drivers and collaborate with Product / Tech teams to fix themShare weekly customer insights and reports with leadershipAutomation & Process ExcellenceImplement low-balance alerts, seasonal retention campaigns, and automated win-back flows📊 Key KPIs You’ll OwnD1 & D7 Activation RateRepeat Recharge %Customer Lifetime Value (LTV)Churn Rate30–90-Day Win-back %CSAT / NPSNegative Review Recovery %Team Quality Score🧠 Ideal Candidate4–10 years of experience in Customer Success / Retention / Lifecycle MarketingExperience in SaaS, CPaaS, CRM, or Fintech preferredStrong analytical and communication skills (Hindi + English)Proven experience in team building and leadershipHighly 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 EngineWork directly with the COO & FounderMassive growth opportunities as the company scales 10x+Ownership, autonomy, and real impactBe a key part of a company targeting ₹200 crore / month by 2030