Sales Customer Service Manager

As a Post-Sale Customer Success Manager at KickCall.ai, your role will involve leading all customer success and post-sale engagement initiatives. Your primary responsibilities will include: - Customer Onboarding: You will lead new customer onboarding, ensuring successful setup, training, and go-live for KickCall.ai users. - Customer Retention: Developing strategies to increase customer satisfaction and reduce churn. - Account Management: Acting as the primary point of contact for post-sale relationships, building strong, long-term partnerships. - Upselling & Expansion: Identifying opportunities for product adoption expansion and coordinating with the sales team for upgrades or add-ons. - Customer Support Oversight: Collaborating with the support team to resolve escalated issues and ensure SLA compliance. - Customer Feedback Loop: Gathering customer feedback and insights to guide product improvement and roadmap discussions. - Process Improvement: Optimizing post-sale workflows for efficiency, consistency, and better customer experiences. - Reporting & Analytics: Tracking success metrics like churn, NPS, adoption rate, and customer lifetime value (CLV). Qualifications Required: - 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. 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.,