Customer Success Manager

Customer Service Manager & AM – Customer Success & Premium Conversions

Experience: 3–6 Years

No. of positions : 1

Experience: 2–4 Years

No. of positions : 2

Employment Type: Full-time

Department: Customer Experience & Growth

About NYX

NYX is an AI-native customer acquisition platform focused on helping businesses drive growth through AI-powered marketing and customer engagement solutions. We combine technology, data, and automation to help businesses improve customer acquisition, optimize marketing performance, and scale efficiently.

Role Overview

NYX.today is looking for a results-driven Customer Service Manager to drive trial-to-premium conversions by engaging customers, understanding their needs, resolving concerns, and improving their overall product experience.

The role involves working closely with customers and the Product & Engineering teams to identify pain points, improve product adoption, and convert trial users into paying premium subscribers.

Key Responsibilities

• Own the trial-to-premium conversion funnel and achieve monthly conversion targets.
• Engage trial users through calls, WhatsApp, and other communication channels to drive premium subscriptions.
• Understand customer requirements, address objections, and communicate the value of premium features.
• Develop structured follow-up and re-engagement strategies to improve conversions.
• Collect customer feedback and identify product gaps, usability issues, and recurring concerns.
• Collaborate with Product & Engineering teams to resolve issues and recommend product improvements.
• Track customer interactions, trial activity, conversion rates, and reasons for drop-offs.
• Monitor funnel performance and implement initiatives to improve customer engagement and product adoption.
• Maintain strong customer relationships and ensure timely resolution of queries and complaints.
• Share regular conversion reports and actionable customer insights with leadership.

Requirements

• 3–6 years of experience in Customer Success, Customer Service, Inside Sales, or subscription-based businesses.
• Proven experience in customer engagement, upselling, or converting trial users into paying customers.
• Excellent communication, persuasion, negotiation, and objection-handling skills.
• Strong analytical and problem-solving abilities.
• Experience with CRM tools, customer tracking, and performance reporting.
• Ability to work closely with cross-functional teams and take ownership of business outcomes.

Key Performance Indicators (KPIs)

• Number of trial users converted into premium subscribers.
• Trial-to-premium conversion rate.
• Achievement of monthly conversion targets.
• Customer engagement and follow-up completion rates.
• Reduction in trial drop-offs and improvement in product activation.
• Timely resolution of customer issues impacting conversions.

What We're Looking For

Someone who combines customer relationship management, conversion-focused engagement, analytical thinking, and product understanding. The ideal candidate will take end-to-end ownership of converting trial users into premium subscribers while using customer feedback to drive continuous product improvement.

• At NYX, success in this role is measured primarily by premium conversions and the measurable impact on customer growth.