Customer Success Manager
New
Z
Zeely AIAI Marketing Platform
Remote-first approach: work from anywhereFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Strong written English
- Experience
- 1+ year
- Required Skills
- Digital MarketingCustomer SuccessSaaSGoogle WorkspaceZendeskCRMCustomer support
Requirements
- 1+ year of experience in Customer Support, Customer Success, Support Sales, or a similar customer-facing role.
- Experience working with B2C users, ideally in tech, SaaS, mobile apps, digital products, or subscription-based products.
- Experience handling billing, refunds, cancellations, plan changes, value objections, or retention-related cases.
- Strong written English and the ability to communicate clearly, empathetically, and confidently with users from the U.S. and other Tier 1 markets.
- Product mindset: curiosity about how the product works, readiness to stay updated on new features, and ability to explain complex things in simple words.
- Experience with CRM / support tools, Google Workspace, and ticketing or live chat systems.
- Results orientation and motivation to work with KPIs such as response time, quality score, CSAT, paid conversion, retained users, and overall performance.
- Genuine interest in AI, digital marketing, and how modern tools can help businesses create content, launch ads, and grow more efficiently.
Responsibilities
- Support users coming from advertising campaigns via live chats and emails, helping them understand the product, choose the right plan, and move toward a successful paid experience.
- Identify user needs, pain points, and value gaps, and provide clear, helpful guidance that improves activation, retention, and overall product experience.
- Work with billing, refund, cancellation, upgrade / downgrade, and value objection cases, aiming to solve the user’s issue and retain them in the product whenever possible.
- Become a true product expert: stay up to date with new features, updates, pricing changes, and product flows to explain them clearly to users.
- Collect and structure user feedback, spot recurring issues or improvement opportunities, and share actionable insights with the product team.
- Meet monthly performance and retention KPIs, including response time, quality score, customer satisfaction, retained users, and paid conversion.
- Track key support and retention metrics, analyze what works best in user communication, and continuously improve your approach based on performance.
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