Customer Success Manager

1 week ago

Mumbai, Maharashtra, India Double Ticks Full time

Job Title: Customer Success Manager

Department: Customer Success

Company: DoubleTick

Location: Mumbai (On-Site)

Experience Required: 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

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

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

Strong 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

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