Sr. Customer Success Manager

Job Title: Sr. Customer Success Manager

Department: Customer Success

Location: Mumbai

Experience Required: 3-8 Years

About DoubleTick:

DoubleTick is a Multi-Number Conversational Intelligence and WA CX Platform designed specifically to enable Frontline Executives, Sales Teams, Relationship Managers, Dealerships, Retail Stores WhatsApp Handles and centralise, govern, automate and scale Customer Experience using Business Messaging on WhatsApp by helping brands unlock the true voice of the customer and control CX across 1000s of these individual WhatsApp handles. It boosts operational efficiency by enabling AI Bots, automations, WhatsApp Voice, centralized WhatsApp broadcast and analytics across all WhatsApp handles of the organization.

DoubleTick is recognised as Emerging Technology Partner of the Year by Meta @ WhatsApp Business Summit 2025. Backed by InfoEdge Ventures and BeeNext Singapore, DoubleTick serves over 10,000+ businesses in India and UAE across 100+ verticals. Brands using DoubleTick include IDFC First Bank, MakeMyTrip, Bajaj Finserv, AngelOne, Piramal Finance, Kotak Securities, upGrad, Royal Enfield, CoinDCX, D-Link, ForeverMark, GRT Jewellers, Jaro, SabyaSachi, DarGlobal and more.

For more details, check out our website : https://doubletick.io

Job Overview:

We are looking for a Customer Success Manager who is eager to build a career in customer success by supporting customer relationships and ensuring customers have a positive experience with our products and services. The candidate will work closely with clients based in the UAE.

This role focuses on day-to-day customer engagement, coordination, and execution while working closely with senior Customer Success team members to help customers achieve value and satisfaction.

Your key competencies should consist:

Customer Support & Engagement

● Support assigned customer accounts under the guidance of senior Customer Success Managers

● Assist with customer onboarding activities and ensure smooth adoption of products and services

● Respond to customer queries and coordinate with internal teams for timely resolution

● Maintain regular communication with customers to ensure satisfaction & engagement

Customer Ownership & Growth

● Own key strategic or enterprise customer accounts

● Oversee customer onboarding, adoption, renewals, and expansion strategies

● Conduct Quarterly Business Reviews (QBRs) with key customers

● Proactively identify churn risks and lead retention initiatives

● Partner with Sales and Account Management teams on upsell and cross-sell opportunities

Cross-Functional Collaboration

● Act as the voice of the customer internally

● Work closely with Product, Engineering, Sales, and Support teams to address customer feedback and feature requests

● Align customer success strategy with company goals and product roadmap

Metrics & Reporting

● Track and report key customer success metrics: retention, churn, NPS, CSAT, adoption, and revenue expansion

● Use data and insights to improve customer experience and team performance

● Present customer success insights and performance updates to leadership

Required Skills & Qualifications:

● 3-8 years of experience in Customer Success, Account Management, or Client Services

● Strong experience managing mid-market or enterprise customers

● Excellent stakeholder management and communication skills

● Experience with CRM and CS tools (Salesforce, HubSpot, Gainsight, Zendesk, etc.)

● Strong analytical and problem-solving mindset

● Customer focused mindset with a positive and proactive attitude.

● Experience managing retention and upselling

Preferred Qualification:

● Experience in B2B SaaS or technology-driven organizations

● Experience handling renewals, negotiations, and commercial discussions

● Exposure to global customers and cross-functional teams

● Familiarity with automation, dashboards, and customer health scoring models

Why Work With Us?

● Accelerated Career Growth – Fast-track your way into leadership roles with a clear growth path.

● Challenging Work Environment – Collaborate with large enterprises and solve complex technology problems.

● Career Flexibility – Explore transitions into roles like Product Manager and beyond.

● Supportive Culture – Work with a friendly, approachable team and management that values people.

● Founder-Led Exposure – Get a front-row seat to the startup journey and work closely with the founding team.

● Sharpen Customer-Centric Skills – Gain hands-on experience and build strong customer-facing and problem-solving skills.

● Hands-On Innovation – Be directly involved in AI bot creation, prompt engineering, and cutting-edge customer engagement solutions.