Customer Success Manager

About WebEngage:

WebEngage is an enterprise-grade customer engagement and retention platform that helps global brands across industries such as e-commerce, fintech, travel, edtech, gaming, media, and consumer apps. and turn data into measurable revenue impact.

Trusted by 800+ brands globally, we have strong presence in India, UAE, KSA, SEA, Europe and beyond.

WebEngage powers intelligent, real-time engagement across the entire customer lifecycle.

• We are built for scale.
• We are built for complexity.
• We are built for outcomes.

At our core, WebEngage is a full-stack retention operating system that combines:

• A powerful Customer Data Platform (CDP)
• Real-time behavioral segmentation and intelligence
• Omnichannel journey orchestration
• AI-driven personalization and recommendations
• Deep analytics, experimentation, and revenue attribution
• WebEngage BLACK: our AI-native layer that brings Agentic capabilities to engagement.

Learn more about us at www.webengage.com

Responsibilities:

• Empathize with every aspect of the customer experience, putting customers need first.
• Maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and loyalty.
• Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges.
• Continually identify and develop new uses for WebEngage that drive adoption and that align to customer business needs and marketing goals.
• Proactively spot and correct any issues that could affect customer satisfaction or retention
• Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Be responsible for upselling and renewals, and increase the revenue per customer.
• Implement and optimize cross-channel retention campaigns for the customers.
• Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.
• Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business.

Requirements:

• Strong customer service background, follow-up, and organizational skills.
• 3-4 years of relevant SaaS Customer Success experience
• Bachelorʼs degree in IT/Computer Science. A Masters degree in Business Administration would be preferred Diplomacy, tact, and poise under pressure when working through customer issues.
• Excellent personal presentation and communication skills & strong client servicing skills.
• Strong problem-solving skills and working knowledge of web applications, HTML, JavaScript, CSS, iOS and Android platforms.

Life at WebEngage:

• We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.
• A highly inclusive work culture that promotes a relaxed, creative and productive environment.
• Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance

Perks & Benefits:

• Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers!)
• Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)

Explore more here:

• https://youtu.be/Y0HjfyMjUpg
• https://www.linkedin.com/company/webengage
• https://twitter.com/WebEngage?s=09

Do you think you fit the bill? Come along, letʼs redefine the future of Marketing Automation!

WebEngage aims to be an equal opportunity employer. We strongly believe that when people feel respected and included they can be more creative, innovative, and successful. We believe that change is the only constant and are in the process and will continue to be in process with changing times to adapt and advance diversity and inclusion. We take affirmative action to ensure equal opportunity and complete non-disclosure of all applicants without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other characteristics not mentioned hereinabove which are protected under the law of the soil.