Sr. Customer Success Manager
About the role
DoubleTick.io, an award-winning conversational CX stack, is 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.
Key Responsibilities
- 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
- 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
- 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
- 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
Ideal candidate
- 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
- 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
About DoubleTick
DoubleTick.io headquartered in Mumbai, is a Meta award-winning AI conversational CX stack, designed to unlock conversation-led sales, marketing, and customer engagement use-cases at scale for enterprises. Backed by Info Edge Ventures and BeeNext, the platform serves 10,000+ businesses across India and UAE and serves large clients across various industries like BFSI, Real Estate, Travel, EdTech, Healthcare, Auto, Retail and FMCG. Leading brands such as MakeMyTrip, Piramal Finance, CoinDCX, AU Bank, Lodha Developers among many others trust DoubleTick to power their customer conversations.
The UX friendly enterprise communication suite features a full-stack conversational platform featuring conversational centralization, automation and analytics across channels like WhatsApp chat, WhatsApp Voice, WhatsApp Groups, PSTN Calls among 10+ other channels. With its AI Agent Builder and Bot Studio enterprises can create and deploy complex AI Agents and Bots across chat and voice in minutes.
Why work with us?
- Fast-tracked career success into senior leadership positions
- Opportunity to own high value work and create impact at scale
- Opportunity to work closely with the founders and learn what it takes to grow a company in each stage of growth.
- Opportunity to work in a cultural environment where you can challenge founders/leadership and reason with them on any issue.
- Direct exposure to working with some of the largest enterprises in the world.
