Customer Success Executive

Job Title: Customer Success Executive

Location: Mumbai (On-site)

Experience: 1-2 years

Department: Customer Success

About DoubleTick: 

DoubleTick is a mobile-first conversational CRM built on the official WhatsApp Business API, designed to unlock WhatsApp-led sales, marketing, and customer engagement at scale.It enables businesses to manage conversations through a centralized team inbox, automate workflows with chatbots and bot studio, and drive growth via bulk broadcasting and analytics. With features like WhatsApp Calling, commerce & cataloging, and role-based access, DoubleTick helps teams streamline operations and improve conversion efficiency.

Backed by Info Edge Ventures and BeeNext, the platform serves 10,000+ businesses across India and UAE in 100+ industries. Leading brands such as MakeMyTrip, Royal Enfield, CoinDCX, Tarun Tahiliani, Times Media, GRT Jewellers, Malabar Gold and Diamonds, Jaro Education, Sabyasachi, and DarGlobal trust DoubleTick to power their customer conversations. 

For more details, check out our website : https://doubletick.io

Job Overview:

We are looking for a proactive and customer-focused Customer Success Executive with 1–2 years of experience to build strong client relationships, ensure seamless onboarding, and help customers maximize the value of our platform. You will work closely with customers to drive product adoption, resolve queries, and contribute to customer retention and satisfaction.

Key Responsibilities

• Onboard new customers and guide them through product setup and implementation.
• Conduct product demonstrations, training sessions, and onboarding calls.
• Build and maintain strong relationships with assigned customers.
• Ensure customers achieve their business goals by driving product adoption and engagement.
• Respond to customer queries via calls, emails, WhatsApp, and support tickets in a timely manner.
• Troubleshoot basic product issues and coordinate with the technical team for escalations.
• Monitor customer health, identify risks proactively, and work towards reducing churn.
• Gather customer feedback and collaborate with Product and Engineering teams to improve the user experience.
• Maintain accurate records of customer interactions in the CRM.
• Identify opportunities for upselling and cross-selling additional products or features.

Required Skills & Qualifications

• Bachelor's degree in Business, Marketing, IT, or a related field.
• 1–2 years of experience in Customer Success, Customer Support, Account Management, or a similar client-facing role, preferably in a SaaS company.
• Excellent verbal and written communication skills.
• Strong problem-solving and relationship management abilities.
• Ability to manage multiple customer accounts simultaneously.
• Customer-first mindset with a proactive approach.
• Basic understanding of CRM tools and customer support platforms.
• Proficiency in Microsoft Excel, Google Sheets, and presentation tools.

Preferred Skills

• Experience working with B2B SaaS products.
• Familiarity with WhatsApp Business API, CRM platforms, or customer engagement tools.
• Experience using Freshdesk, Freshworks, HubSpot, Zoho CRM, or similar tools.

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