Customer Service Manager

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About KickCall.ai

Kickcall.ai is an AI-powered receptionist and communication automation platform designed for small and mid-sized businesses. Our intelligent voice assistant ensures businesses never miss a call, improves customer engagement, and streamlines operations. We’re on a mission to redefine customer communication with advanced AI and natural language technology.

Role Overview

Post-Sale Customer Success Manager

You’ll work closely with our Product, Sales, and Support teams to ensure every customer experiences a seamless journey from onboarding to long-term success.

Key Responsibilities

• Customer Onboarding:

  Lead new customer onboarding, ensuring successful setup, training, and go-live for KickCall.ai users.

• Customer Retention:

  Develop strategies to increase customer satisfaction and reduce churn.

• Account Management:

  Act as the primary point of contact for post-sale relationships, building strong, long-term partnerships.

• Upselling & Expansion:

  Identify opportunities for product adoption expansion and coordinate with the sales team for upgrades or add-ons.

• Customer Support Oversight:

  Collaborate with the support team to resolve escalated issues and ensure SLA compliance.

• Customer Feedback Loop:

  Gather customer feedback and insights to guide product improvement and roadmap discussions.

• Process Improvement:

  Optimize post-sale workflows for efficiency, consistency, and better customer experiences.

• Reporting & Analytics:

  Track success metrics like churn, NPS, adoption rate, and customer lifetime value (CLV).

Required Skills & Experience

• 3+ years of experience in

  Customer Success, Post-Sales Management, or Account Management

  , preferably in a SaaS or AI-based product company.
• Strong understanding of

  SaaS customer lifecycle management

  .
• Excellent communication and relationship management skills.
• Problem-solving mindset with the ability to anticipate customer needs.
• Hands-on experience with CRM tools (e.g., HubSpot, GoHighLevel, or similar).
• Strong organizational skills and ability to manage multiple accounts simultaneously.
• Tech-savvy and comfortable explaining product features and use cases.

Preferred Qualifications

• Prior experience in

  AI, Automation, or Communication SaaS

  products.
• Experience setting up customer success frameworks from scratch in a startup or early-stage environment.
• Data-driven approach to improving customer engagement and retention.

What We Offer

• Competitive compensation with performance-based incentives.
• Opportunity to work with cutting-edge AI technology.
• Flexible working hours (EST shift) to collaborate with international teams.
• Direct impact on product and customer strategy.
• A culture of innovation, collaboration, and continuous growth.