Customer Success Manager Department: Customer Success
Experience Required: 3-8 Years

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. 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.
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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. 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.

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
- Own key strategic or enterprise customer accounts




- Proactively identify churn risks and lead retention initiatives
- Partner with Sales and Account Management teams on upsell and cross-sell opportunities

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

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

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.)
- Experience managing retention and upselling

Experience in B2B SaaS or technology-driven organizations

- Experience handling renewals, negotiations, and commercial discussions
- Accelerated Career Growth – Quick-track your way into leadership roles with a clear growth path.
- Supportive Culture – Work with a friendly, approachable team and management that values people.
- Sharpen Customer-Centric Skills – Gain hands-on experience and build strong customer-facing and problem-solving skills.

📌 Senior Salesforce Customer Success Manager (Mumbai)
🏢 DoubleTick
📍 Mumbai