About WebEngage
WebEngage is a leading B2B SaaS Customer Data and Engagement Platform that empowers consumer businesses to deliver personalized experiences at scale. The platform unifies customer data, automates lifecycle marketing, and orchestrates omnichannel engagement across digital touchpoints including email, SMS, WhatsApp, push notifications, in-app messaging, and web channels.
Founded in 2011 and headquartered in Mumbai, WebEngage serves hundreds of global brands across industries such as e-commerce, fintech, travel, edtech, gaming, media, and consumer apps. The company has a strong presence across India, the Middle East, Africa, Latin America, and Southeast Asia.
Learn more about us at http://webengage.com
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Location: Mumbai
- Team: Customer Success
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Reports to: VP - Customer Success
About the role
We are looking for a Senior Manager – Customer Success (Growth & Retention) to lead post-sales value realization, lifecycle strategy, and revenue expansion across enterprise accounts.
This role is not about account servicing.
It is about building scalable retention engines that drive measurable Net Revenue Retention (NRR).
You will partner closely with Customer Success, Sales, Product, and Campaign Operations to ensure customers achieve sustained value — and expand.
Key Responsibilities
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Own Net Revenue Retention (NRR) and expansion revenue across enterprise accounts by building scalable post-sales growth engines that drive measurable business impact.
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Lead and scale the Campaign Operations function, building structure, capability, and delivery excellence across lifecycle, retention, and engagement programs.
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Define and institutionalize lifecycle marketing frameworks (onboarding, activation, adoption, expansion) with robust segmentation, automation, and experimentation rigor.
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Establish governance, operational playbooks, SLAs, quality standards, and performance benchmarks to ensure enterprise-grade execution at scale.
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Translate commercial growth strategy into actionable campaign roadmaps in partnership with Sales, Customer Success, and Product teams.
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Build advanced customer health, engagement, and revenue analytics models to proactively manage churn risk and unlock expansion opportunities.
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Act as a strategic advisor to enterprise clients and internal leadership, presenting growth insights, ROI impact, and scalable optimization strategies.
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, and growth opportunities,while maintaining a perfect work-life balance
Explore more here:
- https://youtu.be/Y0HjfyMjUpg
- https://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.
