Customer Success Manager

Job description

We’re looking for a talented Customer Support Manager who will identify new opportunities with both existing and potential clients, building long-term, profitable relationships. The main goal of this role is to increase the conversion of free users to paid subscribers. Zeely AI is an all-in-one AI markeing platform that helps small businesses and marketing teams grow faster and achieve their goals through high-performing content and automation. Our platform enables users to create ad creatives, UGC videos, viral content, banners, and more, as well as launch effective paid and organic campaigns across Meta channels. In simple terms, we’ve made world-class AI marketing tools and solutions accessible to businesses that previously could only get this level of support from large brands with expensive marketing teams. A few things that define where we are today: - 4 years on the market — a stable, profitable company backed by top international investors; - 4x growth over the past year; - 1.5M+ users already use Zeely, and that number keeps growing every day; - #1 in AIGC in the US market; - 200+ specialists on the team; - US-focused, with a global user base. Your Key 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. What We Are Looking For: - 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. Zendesk experience would be a plus. - 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. Why It’s Exciting to Work With Us: - Work with an AI marketing product that helps 1.5M+ users create content, launch ads, and grow their businesses without agencies or complex marketing setups. - Have a real impact on product development: our Support / Success team is one of the key sources of user feedback, insights, and ideas for improvement. - Join a strong, ambitious team where customer experience, retention, and product understanding really matter. - Remote-first approach: work from anywhere, with access to our offices in Warsaw and Kyiv. - Grow through clear performance expectations, regular feedback, and bonuses tied to performance and retention results. Recruitment Process: Recruiter interview > Test task > Final task > Reference check > Job offer You’ll work directly with stakeholders and become part of a stable, fast-growing startup — at an exciting early stage. Let’s build your career together. Message us — let’s talk!