Sr. Customer Success Manager

DoubleTick; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

DoubleTick invites a proactive Customer Success Manager to nurture client relationships and ensure positive experiences with our WhatsApp CX platform. You will collaborate with UAE-based clients and internal teams to deliver value, resolve issues, and drive adoption.

In this role you will own key accounts, coordinate onboarding, monitor satisfaction, and contribute to renewals and expansion opportunities. A strong customer-first mindset and clear communication are essential.

Qualifications

• Experience in customer success or account management.
• Ability to onboard customers and drive product adoption.
• Excellent communication and coordination with cross-functional teams.
• Customer-centric approach to ensure satisfaction.

Responsibilities

• Manage day-to-day customer engagement and relationship building.
• Onboard customers and ensure smooth adoption of products.
• Respond to queries and coordinate with internal teams.
• Drive renewals and expansion strategies.

Skills

Customer onboarding

Account management

Communication

Coordination

Job description

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.

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:

• 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