Customer Success Manager
WebEngage (company site, opens in a new tab)3+ yrsMumbaiOn-siteDirect career pageEst. 8–16 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Be the primary contact for assigned accounts to understand business goals and translate them into measurable customer outcomes using the platform.
- Drive customer adoption and retention by monitoring account health, conducting reviews, and proactively addressing risks to ensure renewals and revenue growth through upsell/cross-sell.
- Design, implement, and optimize multi-channel lifecycle and retention campaigns while enabling customers through training and delivering performance insights to marketing leaders.
Minimum Requirements
- 3+ years in B2B SaaS Customer Success or Account Management, ideally in martech.
- Hands-on experience with customer engagement platforms like MoEngage, CleverTap, Braze, Salesforce Marketing Cloud or similar.
- Technical knowledge of SDKs, APIs, web and mobile integrations, plus basic HTML/CSS/JavaScript troubleshooting skills.
- Practical use of LLMs (e.g., ChatGPT) and experience building at least one AI-powered automation for customers or internal teams.
Ideal Candidate Profile
- Track record of owning renewals and upsell with demonstrable retention/expansion metrics.
- Comfortable working with technical teams and ability to troubleshoot integration issues independently.
- Experienced in delivering detailed reports and presentations to senior marketing stakeholders and collaborating cross-functionally.