Job
Description
As a Post-Sale Customer Success Manager at KickCall.ai, your role is crucial in ensuring that customers achieve maximum value from our AI-powered receptionist and communication automation platform. Here is what your responsibilities will entail: - **Customer Onboarding**: Lead new customer onboarding process, ensuring successful setup, training, and go-live for KickCall.ai users. - **Customer Retention**: Develop strategies to increase customer satisfaction and reduce churn rates effectively. - **Account Management**: Act as the primary point of contact for post-sale relationships, establishing strong, long-term partnerships with clients. - **Upselling & Expansion**: Identify opportunities for product adoption expansion and collaborate with the sales team for upgrades or add-ons. - **Customer Support Oversight**: Work closely with the support team to resolve escalated issues and ensure compliance with SLAs. - **Customer Feedback Loop**: Gather insights from customers to guide product improvement and roadmap discussions. - **Process Improvement**: Optimize post-sale workflows to enhance efficiency, consistency, and overall customer experience. - **Reporting & Analytics**: Track key success metrics such as churn rate, NPS, adoption rate, and customer lifetime value (CLV). To excel in this role, you should possess the following qualifications: - 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 include prior experience in AI, Automation, or Communication SaaS products, setting up customer success frameworks from scratch in a startup or early-stage environment, and a data-driven approach to improving customer engagement and retention. At KickCall.ai, we offer competitive compensation with performance-based incentives, the 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, and a culture of innovation, collaboration, and continuous growth. The selection process for candidates involves an Aptitude Test, Technical Interview, and HR Interview. We value Shared Values, Mindfulness, Trust, and Learning Through Innovations in our company culture, focusing on mentorship, transparency, autonomy, happiness, and maintaining a healthy environment for our employees. Exceptional benefits and a holistic approach to employee satisfaction are integral parts of our work ethos.,
