Sr. Customer Success Manager
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Key skills for this role
Role Overview
DoubleTick provides conversational intelligence and WhatsApp customer experience tools for businesses and frontline teams.
The Senior Customer Success Manager will support and own customer relationships, with a focus on clients based in the UAE.
The role combines day-to-day customer engagement with strategic account ownership and collaboration with senior customer success team members.
Key Skills for This Role
Full Job Posting
Role Overview
DoubleTick provides conversational intelligence and WhatsApp customer experience tools for businesses and frontline teams.
The Senior Customer Success Manager will support and own customer relationships, with a focus on clients based in the UAE.
The role combines day-to-day customer engagement with strategic account ownership and collaboration with senior customer success team members.
Customer Support and Engagement
- Support assigned customer accounts under the guidance of senior Customer Success Managers.
- Assist with customer onboarding and product adoption.
- Respond to customer queries and coordinate timely resolution with internal teams.
- Maintain regular communication with customers to support satisfaction and engagement.
Customer Ownership and Growth
- Own strategic or enterprise customer accounts.
- Oversee onboarding, adoption, renewals, and expansion strategies.
- Conduct Quarterly Business Reviews with key customers.
- Identify churn risks and lead retention initiatives.
- Partner with Sales and Account Management on upsell and cross-sell opportunities.
Cross-Functional Collaboration
- Act as the internal voice of the customer.
- Work with Product, Engineering, Sales, and Support on feedback and feature requests.
- Align customer success strategy with company goals and the product roadmap.
Metrics and Reporting
- Track retention, churn, NPS, CSAT, adoption, and revenue expansion metrics.
- Use data and insights to improve customer experience and team performance.
- Present customer success insights and performance updates to leadership.
Required Qualifications
- 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 customer success tools such as Salesforce, HubSpot, Gainsight, or Zendesk.
- Strong analytical and problem-solving skills.
- Customer-focused, positive, and proactive working style.
- Experience managing retention and upselling.
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.
Why Work With DoubleTick
- The company offers accelerated career growth, challenging enterprise work, career flexibility, and a supportive culture.
- The role provides founder-led exposure and hands-on experience with AI bot creation, prompt engineering, and customer engagement solutions.
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