About us:

WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs. One of the hottest global SaaS companies, weʼve been recognized by G2 as a Marketing Automation Leader in Asia 2021.

The platform helps brands drive more revenue from their existing customers and anonymous users through highly contextual, hyper-personalized engagement campaigns across 10 communication channels. We are headquartered in Mumbai, India, and have offices in Delhi, Bangalore, São Paulo, and Dubai. We work with thousands of brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail.

Learn more about us at www.webengage.com

About the role:

WebEngage prides itself on delivering efficient, effective solutions across a wide range of industries. The key to our success largely depends on our Onboarding & Success team’s stellar ability. Weʼre currently searching for a Director, customer success operations to join our ranks and continue our tradition of success.

The role of success operations is to “onboard” CSMs, teaching them how to use the new tools at their disposal, and check in frequently with their “customers”. In this sense, S/he will be CSM to the CSMs. In short, you will be responsible for providing tactical support to the rest of the Success team, helping them improve their KPIs and their efficiency. Ultimately, you are motivated by the desire to provide effective CS Tool training, actively listen to the struggles of the CSMs to come up with valuable solutions, collate and analyze data to derive areas of strength and improvement and create/update processes to optimize the overall quality of output.

A strategic position that allows you to be the main point of contact for all post-sales functions like Success, Onboarding, Implementation, and Support. The main objective of this role is to increase the productivity of our customer-facing Success team members, who carry the weight of recurring revenue on their shoulders.

Essential Functions and Responsibilities:

• Set the vision and drive the strategic direction for customer operations organization Drive priorities, strategy and direction for the systems, policies and data needed to support the Customer Success (CS), Onboarding, Support and Services organizations

• Enforce consistency and global adoption of key processes through training and understanding of post sales challenges Own the Customer Success technology stack, selecting the tooling and operational workflows required to optimize Customer Success processes and deliver customer engagement at scale

• Build & drive the process, change management, and operational efficiencies within Customer Success org Be the expert operational liaison with adjacent operational teams in Sales, Finance, Marketing, Product etc.

Partner with the Sales Ops team to define and track the key customer engagement metrics, including renewal/churn indicators, expansion and adoption trends, and lead the cross-functional communication of performance against these metrics

• Create a Learning & Development plan to build comprehensive internal and external enablements programs Drive the creation and adoption of WebEngageʼs Customer Success playbook to ensure activation across the product offerings, driven by Customer Success data & insights (ie product analytics, automated customer outreach, consumption metrics, integrations, etc)

• Lead with creative problem solving, understanding the inputs required to define the strategy while considering the holistic organizational operating system

Ideal Candidate:

• 10+ years of experience in a customer success operations, strategy and/or customer success leadership role, preferably within the B2B software-as-a-service (SaaS) industry or similar
• 4+ years people management experience
• Superior project management and organization skills
• Experience with Customer Success technology tooling (FreshSuccess, Gainsight, ChurnZero, Trello, Salesforce, Hubspot etc.)
• Expertise in Zapier, Workato or other similar Business Automation tools a plus
• Passion for developing and implementing processes that scale, supported by technology – for B2B accounts Ability to lead through influence, working alongside organizational leadership (Customer Success, Product Management, and Executive Team)
• Ability to break down ambiguous problems into concrete, manageable components and deliver the efficient operational solutions
• Proven track record of leading change management, building aligned tooling and developing methods to measure and systemize Customer Success KPIs for internal teams and customers
• Compelling storytelling, with the ability to leverage data to drive action, including for non-analytical audiences
• Strong people management, coaching and development experience

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

• Go on company-sponsored offsites, once a year and blow off steam with your work buddies!

(Post Pandemic) 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

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