Customer Success Manager

Job Title: Customer Success Manager

Department: Customer Success

Location: Dubai (On-Site)

Experience Required: 2-3 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

Job Overview:

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.

Your key competencies should consist:

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

Respond to customer queries and coordinate with internal teams for timely resolution

Maintain regular communication with customers to ensure satisfaction and engagement

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:

2-3 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

Preferred Qualification:

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.