Customer Success Manager

About Voicelabs

Voicelabs builds AI phone assistants for SMEs. Our clients are dentists, estate agents, physiotherapists and other entrepreneurs who are too busy to answer every phone call.

We are a team of 6, bootstrapped and profitable. Until now the founders have been doing support, but we are growing and looking for someone to take this on professionally.

The role

You are the first point of contact for our ~150 clients. You help them with onboarding, answer questions, and solve problems. Sometimes technical, often human.

You also build the processes: how do we onboard new clients? How do we track churn? Which clients are ready for upsell? This is not a pure support role, but a strategic position.

What you'll do

• Onboard new clients via calls and email (average 5-10 per week)
• Answer questions via Intercom, email and phone
• Proactively stay in touch with clients who are less active
• Collect feedback and pass it on to the product team
• Write and keep help articles up to date
• Identify and pursue upsell opportunities

Who we're looking for

• 1-3 years of experience in a client-facing role (support, sales, account management)
• Excellent written and verbal communication in English
• You understand how software works and are not afraid of technical questions
• You are organised and keep overview, even when it's busy
• You think in processes: "how can we approach this better?"