Customer Success Manager

Web Engage is a customer data platform and marketing automation suite that simplifies user engagement and retention. With a decade of rock‑solid SaaS experience, we deliver a single dashboard that unifies and analyzes customer data, engages across channels, and personalizes every message—including in‑line web and mobile app content. We serve thousands of global brands in industries such as e‑commerce, edtech, fintech, foodtech, media & publications, gaming, BFSI, healthcare, and online retail.

Recognized by G2 as a Marketing Automation Leader in Asia 2021, our battle‑hardened team, accessible founders, and resilient growth culture give us a unique, in‑the‑ring view of building a lasting company. Learn more at

• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Maintain high levels of customer engagement (including on‑site meetings) with a focus on customer satisfaction and loyalty.
• Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges.
• Continually identify and develop new uses for Web Engage that drive adoption and align to customer business needs and marketing goals.
• Proactively spot and correct any issues that could affect customer satisfaction or retention.
• Coach customers to become product experts and train their teams on best practices so they become increasingly self‑sufficient.
• Partner closely with cross‑functional team members to translate business needs and product requirements into new solutions for customers.
• Be responsible for upselling and renewals, and increase the revenue per customer.
• Implement and optimize cross‑channel retention campaigns for the customers.
• Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.
• Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could add value to their business.

• Strong customer service background, follow‑up, and organizational skills.
• 3‑4 years of relevant SaaS Customer Success experience.
• Bachelor's degree in IT/Computer Science; a Master's degree in Business Administration preferred.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Excellent personal presentation, communication, and client servicing skills.
• Strong problem‑solving skills and working knowledge of web applications, HTML, JavaScript, CSS, iOS and Android platforms.

• We take transparency very seriously, with full visibility of team goals and monthly & quarterly town hall meetings.
• A highly inclusive culture that promotes a relaxed, creative, and productive environment.
• Practice autonomy, open communication, growth opportunities, while maintaining a perfect work‑life balance.

• Learning is a way of life: unlock your full potential with cutting‑edge tools and mentorship (Mac Book for Engagers!).
• Medical insurance (including Covid care facilities), mental‑health programs, and a contemporary leave policy beyond sick leaves.

Do you think you fit the bill? Come along, let’s redefine the future of Marketing Automation!

Web Engage 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. Change is the only constant and we will continue to adapt and advance diversity and inclusion. We take affirmative action to ensure equal opportunity and complete non‑disclosure of all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristics not mentioned herein above which are protected under the law of the soil.

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