Customer Success Manager

Job Title: Customer Success Manager
Department: Customer Success
Company: DoubleTick
Location: Mumbai (On-Site)
Experience Required: 5 - 7 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