Job Overview

Job Title: Customer Success Manager (SMB)

Location: Gurugram, Haryana
Benefits:

• Health insurance

• Paid sick time

About WebEngage:

WebEngage is a customer data platform and marketing automation suite that simplifies user engagement and retention. We are a 10-year-old, rock-solid SaaS company growing near-profitably, with a great product and service experience. We offer a single dashboard solution to consumer companies for unifying and analyzing customer data, engaging with customers across multiple channels, and personalizing every message on web and mobile apps.

We work with thousands of brands worldwide across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail. Recognized by G2 as a Marketing Automation Leader in Asia 2021, we are growing 100% year-on-year, currently at a $20M ARR. With offices in Gurgaon, Mumbai, Bangalore, and Dubai, we're expanding this year to Brazil and Indonesia.

We have a resilient culture of sustainable growth, with no shortcuts, and a battle-hardened team accessible to our founders. Learn more about us at www.webengage.com.

Essential Functions and Responsibilities:

As a Customer Success Manager, your role will include:

• Serving as the primary point of contact and trusted advisor for our SMB clients, ensuring their success with our product.

• Developing and maintaining deep relationships with SMB clients, understanding their unique needs and goals.

• Monitoring client usage and engagement data to identify trends and areas for improvement.

• Collaborating closely with internal teams to advocate for clients' needs and contribute to product enhancements.

• Conducting regular one-on-one check-ins with clients to ensure their ongoing satisfaction and success.

• Assisting in creating resources, documentation, and campaigns to support customer education.

• Assisting in creating automated workflows based on customer/user behaviors.

• Conducting webinars and training sessions for the client base based on customer needs.

Ideal Candidate:

• 2-4 years of relevant SaaS Customer Success experience.

• Strong customer service background with excellent follow-up and organizational skills.

• Diplomacy, tact, and poise under pressure when working through customer issues.

• Excellent personal presentation, communication, and client servicing skills.

• Hands-on experience with ChatGPT is preferred.

Life at WebEngage:

At WebEngage, we value transparency, inclusion, and autonomy. We provide:

• Monthly & quarterly town hall meetings, giving a top-level view across the team goals.

• A highly inclusive work culture promoting a relaxed, creative, and productive environment.

• Autonomy, open communication, and growth opportunities while maintaining a perfect work-life balance.

• Company-sponsored offsites once a year to bond and unwind with your colleagues (Post Pandemic).

Perks & Benefits:

• Learning is a way of life: Unlock your full potential with cutting-edge tools and mentorship (MacBook for Engagers!).

• Best-in-class medical insurance (including Covid Care facilities).

• Mental health support programs.

• A contemporary leave policy, beyond just sick leaves.

Explore More:

• Watch the WebEngage video

• Follow WebEngage on LinkedIn

• Follow WebEngage on Twitter

Equal Opportunity Employer:

WebEngage aims to be an equal opportunity employer. We believe that when people feel respected and included, they are more creative, innovative, and successful. We are committed to advancing diversity and inclusion and ensure equal opportunity for all applicants. We take affirmative action to guarantee non-disclosure of applicants based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

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