Customer Success Lead

ZocialOne is building the future of AI-powered social media marketing for creators and small businesses. Over 100,000+ users rely on our platform to create content, stay consistent, and grow across Instagram, Facebook, LinkedIn, Google Business, and more.

Customer Success Leader

This is one of the most important roles in the company.

You will be the voice of the customer.

You will be the bridge between users and the product.

And you will shape how millions of businesses experience ZocialOne.

Role Overview

We are seeking a Customer Success Leader who can build and lead our customer success function from the ground up. This role is responsible for:

• Build customer success from the ground up
• Delivering exceptional customer support
• Lead support and success operations end-to-end
• Reduce churn and improve retention
• Drive upgrades and account expansion
• Create systems, processes, and automation
• Build strong relationships with our business users
• Represent customer voice in product decisions

You’ll directly influence growth, revenue, product development, and long-term customer loyalty.

Key Responsibilities

1. Customer Support & Experience

• Lead, build, and scale customer support operations.
• Implement structured workflows: SOPs, FAQs, knowledge base, ticketing.
• Ensure fast, empathetic, and accurate resolution of issues.
• Deliver a “WOW experience” through compassionate, solution-driven communication.

2. Customer Retention & Churn Reduction

• Monitor usage, activation, and health scores.
• Identify at-risk users early and proactively intervene.
• Build lifecycle journeys to increase adoption, stickiness, and daily usage.
• Reduce churn with structured follow-ups and success programs.

3. Upgrades, Expansion & Revenue

• Identify upgrade opportunities based on user behavior.
• Drive conversions from free → paid → higher-tier plans.
• Run webinars, success sessions, and educational content for growth.
• Increase expansion revenue through value-led upselling.

4. Customer Onboarding & Education

• Build onboarding systems that reduce confusion and accelerate first value.
• Host walkthroughs, training sessions, and personalized onboarding calls.
• Guide customers on using the product to grow their business.

5. Voice of Customer → Product

• Collect structured feedback and insights.
• Identify usability gaps, missing features, and improvement areas.
• Work with product & engineering to improve experience and roadmap.
• Represent customer needs in internal discussions.

6. Metrics & Reporting

Own and track:

• Activation Rate
• Retention Rate
• Churn Rate
• Upgrade/Expansion Revenue
• CSAT
• NPS
• Ticket Resolution Time

Build dashboards and weekly reports for leadership.

Required Skills & Experience

• 6-8 years in Customer Success, Support, or Account Management (startup experience preferred).
• Experience in SaaS, mobile apps, or marketing-tech products is a strong plus.
• Excellent communication skills.
• Proven track record in reducing churn & driving upgrades.
• Ability to understand user psychology and guide customers with empathy.
• Strong problem-solving, analytical skills & business sense.
• Comfort working with tools such as Helpdesk systems, CRM, Intercom/Zendesk/Freshdesk, analytics dashboards, etc.
• Ability to create processes from scratch and scale them.
• Passionate about customer happiness and building long-term relationships.

Why This Role Is Special

• You'll shape the entire Customer Success function at an early-stage, high-growth AI startup.
• Huge ownership & autonomy.
• You will work closely with founders and influence product direction.
• You will own the customer journey end-to-end.
• You will directly impact growth, retention, and revenue.
• You will grow into

  Head of Customer Success

  as the team expands.

If you deeply care about customers and want to build something meaningful, this role is for you.