Vacancy title:
Customer Success Manager

[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Customer Service]

Jobs at:
Vapify

Deadline of this Job:
Friday, September 12 2025

Duty Station:
Kampala | Uganda

Summary
Date Posted: Thursday, September 4 2025, Base Salary: Not Disclosed

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JOB DETAILS:

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.

Work Hours: 8

Experience in Months: 36

Level of Education: bachelor degree

Job application procedure

Click Here to apply

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