Customer Success Manager

About the Company

Zeely AI is an all-in-one AI marketing platform that helps small businesses and marketing teams grow faster through high-performing content and automation. With over 1.5M users and 4x growth in the past year, we provide world-class AI marketing tools to businesses globally.

Responsibilities

• Support users via live chats and emails to help them understand the product and convert to paid plans
• Identify user needs and pain points to improve activation, retention, and product experience
• Manage billing, refunds, cancellations, and value objection cases to maximize retention
• Maintain deep product expertise to explain new features, updates, and pricing changes
• Collect and structure user feedback to provide actionable insights to the product team
• Meet monthly KPIs including response time, quality score, CSAT, and paid conversion
• Track and analyze support and retention metrics to improve communication approaches

Requirements

• 1+ year of experience in Customer Support, Customer Success, or Support Sales
• Experience with B2C users in tech, SaaS, mobile apps, or subscription-based products
• Experience handling billing, refunds, cancellations, and retention-related cases
• Strong written English with ability to communicate with US and Tier 1 market users
• Proficiency with CRM/support tools, Google Workspace, and ticketing/live chat systems
• Results-oriented mindset with experience working toward KPIs
• Genuine interest in AI and digital marketing

Preferred Qualifications

• Experience with Zendesk