Job Title: Customer Success Manager

Department: Customer Success

Company: DoubleTick

Location: Mumbai (On-Site)

Experience Required: 5 - 7 Years

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

Required Skills & Qualifications
- 5 7 years of experience in Customer Success, Account Management, or Client Services
- Minimum 2 3 years of experience in a people management or team lead role
- Solid 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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