Customer Success Manager

About Us:

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 a 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:

• Manage a portfolio of enterprise accounts across industries, with a clear focus on driving product adoption and delivering measurable business value through Martech.
• Build a strong understanding of each client's business model, customer lifecycle and key business metrics, and identify where Martech can meaningfully influence outcomes.
• Translate business problems into structured, technically feasible implementation plans, working across Marketing, Data, Product and Technology teams.
• Analyse account performance and customer behaviour across funnels, paths, cohorts and user journeys to identify opportunities for growth and optimization.
• Identify and prioritize high-impact initiatives that improve customer engagement, conversion, retention and overall marketing effectiveness.
• Establish a shared definition of success and ROI with clients and create appropriate measurement frameworks to track business impact transparently.
• Conduct regular Martech maturity and effectiveness audits to evaluate data, integrations, segmentation, automation, triggered communication, personalization and analytics capabilities.
• Recommend strategic and tactical interventions that deliver early wins while building towards long-term business value.
• Develop and maintain cross-industry frameworks, consulting methodologies, playbooks and best practices that enable repeatable problem-solving across accounts.
• Act as a trusted consultant to clients, bringing together business context, customer data and Martech capabilities to solve complex marketing and growth challenges.

Requirements:

• 4–6 years of experience in Marketing, Growth, Analytics, Martech, Management Consulting or a similar problem-solving role.
• Experience working with B2C or B2B businesses across one or more industries; exposure to multiple industries is an advantage.
• Strong problem-solving ability at the intersection of Technology × Data × Marketing.
• Strong understanding of Martech fundamentals, including integrations, data unification, automation, triggered communication, segmentation and personalization.
• Comfortable interpreting marketing analytics across funnels, paths, cohorts and user journeys and converting insights into actionable recommendations.
• Ability to understand an ambiguous business problem, structure it effectively and translate it into a practical Martech-led solution.
• Strong analytical and quantitative skills, with the ability to connect marketing metrics to broader business outcomes.
• Excellent communication and stakeholder management skills, with the ability to work effectively with senior marketing, business, product and technology stakeholders.
• Post Graduate/MBA in Marketing with a strong analytical or technical orientation is preferred.
• High ownership, curiosity and adaptability, with the ability to quickly understand new businesses, industries and problem statements.

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.