Vapify is seeking a motivated Customer Success Manager to help us grow our voice AI platform for agencies. At Vapify, we provide a white-label solution that enables digital agencies to offer cutting-edge voice AI assistants to their clients using the vapi.ai and retellai.com platforms.
About the role:
We’re building Kanzu Code Inc, a fast-growing platform powering Voice AI for agencies, SMBs, and e-commerce. Our products include Vapify (white-label agency SaaS), StoreAIVoice (WooCommerce/Shopify plugins), and custom AI infrastructure for sales & customer support.
We’re looking for a Customer Success Manager (CSM) who will ensure every customer gets value from our platform — whether they start free or paid. You’ll handle onboarding, support, retention, and also drive free-to-paid conversion through lifecycle engagement. This is a hands-on role where you’ll blend customer success, light technical support, and growth.
Key responsibilities include: Customer Success & Retention
- Onboard new agencies and SMBs into Vapify and StoreAIVoice with clear success plans.
- Run customer calls (Zoom/Meet) to troubleshoot issues and guide integrations.
- Act as the first line of support (email, chat, tickets), escalating complex issues to engineering when needed.
- Proactively track customer health and engage at-risk accounts.
- Build documentation, FAQs, and video walkthroughs to empower self-service.
- Collect and organize product feedback to improve the platform.
Growth & Conversion
- Design and run email campaigns that help free users activate and convert to paid.
- Launch offers/promotions (discounts, bundles, trials) to encourage upgrades.
- Monitor the free-to-paid funnel and improve onboarding flows.
- Work with SDRs to re-engage free users or underutilized accounts.
- Spot upsell opportunities with existing customers.
Requirements:
- Experience in customer-facing roles such as customer success, account management, technical support, BPO, sales, or digital marketing. (SaaS experience is a plus, not a must.)
- Technical comfort: Able to understand how SaaS tools, CRMs, or integrations work. (You don’t need to be a developer, but you should feel confident guiding semi-technical conversations with agencies.)
- Strong communication skills (clear written English + confident verbal).
- Empathy and problem-solving mindset: able to help non-technical users succeed.
- Organized and data-driven: able to track churn, activation, and conversion metrics.
Bonus: Experience with agencies, e-commerce, or AI/automation tools.
The ideal candidate is a self-starter who's comfortable in a remote environment, has strong communication skills, and is excited about emerging voice AI technology.
Key responsibilities include: Customer Success & Retention Onboard new agencies and SMBs into Vapify and StoreAIVoice with clear success plans. Run customer calls (Zoom/Meet) to troubleshoot issues and guide integrations. Act as the first line of support (email, chat, tickets), escalating complex issues to engineering when needed. Proactively track customer health and engage at-risk accounts. Build documentation, FAQs, and video walkthroughs to empower self-service. Collect and organize product feedback to improve the platform.
