Job Title: Customer Success Manager
Department: Customer Success
Company: DoubleTick
Location: Mumbai (On-Site)
Experience Required: 5 - 7 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
About The Role
We are seeking an experienced Customer Success Manager to lead and mentor a team of Customer Success executives while owning strategic customer relationships. This role requires a balance of people leadership, customer advocacy, and business growth, ensuring customers achieve measurable value from our products and services.
Key Responsibilities
Team Leadership & Management
- Lead, mentor, and manage a team of Customer Success Managers/Executives
- Set clear goals, KPIs, and performance benchmarks for the team
- Conduct regular 1:1s, performance reviews, and coaching sessions
- Build scalable customer success processes, playbooks, and best practices
- Drive team efficiency and ensure consistent customer experience across accounts
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
- 57 years of experience in Customer Success, Account Management, or Client Services
- Minimum 23 years of experience in a people management or team lead role
- Strong experience managing mid-market or enterprise customers
- Excellent stakeholder management and communication skills
- Proven ability to build and scale customer success processes
- Experience with CRM and CS tools (Salesforce, HubSpot, Gainsight, Zendesk, etc.)
- Strong analytical and problem-solving mindset
Preferred Qualifications
- 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.
