Senior Digital Success Manager

Senior Digital Success Manager Join Apify on our mission to help anyone get more value from the web, so they can automate tasks and spend time on the things that matter most. Apify downloads billions of web pages from all over the world for AI https://blog.apify.com/how-myaskai-achieved-98-scraping-success/, market research https://blog.apify.com/groupon-reaches-new-merchants-with-web-data-collection/, and finding lost children https://blog.apify.com/fighting-child-traffickers-with-technology/. We give chatbots https://blog.apify.com/intercom-customer-support-ai-chatbot-web-scraping/ the context to interact intelligently, and we’re making agents https://blog.apify.com/how-to-build-an-ai-agent/ an integral part of the Apify platform. We’re looking for a Senior Digital Success Manager to co-build our scaled customer experience program. This is a high-impact individual contributor role where you’ll drive outbound campaigns from ideation through evaluation while establishing systematic approaches to digital customer success at Apify. WHAT YOU’LL BE WORKING ON: We've started building our digital customer success program, and now we need someone to take it further. Right now, it's about creating new ideas and testing what works to drive product adoption and retention. We have some campaigns running, but everything's still early enough that you can challenge, improve, or completely reimagine them. Your main focus will be designing, organizing, and evaluating outbound touchpoints for our high-volume, low-touch customer segment - customers not owned by Product Advocates or Technical Consultants. Initially, it will be just you and Tom https://www.linkedin.com/in/tomasnosek/, so you’ll also be hands-on with implementation. As we grow the team, you’ll help mentor and distribute work to them to accelerate our impact. Being part of a broader team, you’ll influence customer communication within the product and then own external customer messaging in collaboration with stakeholders like Product Marketing Managers. We’ll start together by refining the customer journey map, coordinating data reporting with the Data team, and then focusing on improving the biggest gaps and churn moments. The goal is to increase product adoption and net revenue retention (NRR) through systematic, targeted, and personalized messaging. You’ll bridge customer education and digital account management - from onboarding and ongoing learning to driving conversions like free-to-paid and upgrades. In short, we need someone who excels at high-volume customer communication, writes compelling content, understands the digital sales funnel, enjoys customer research and conversations, and thrives on digging into the data to uncover patterns and insights. You'll be measured on how well you smooth out the customer journey - improving those critical "magic moments," getting more people actively using the product, and keeping them around. When you do that well, the revenue follows: more free users converting to paid, existing customers using more credits, and upgrading. WHAT YOU WON'T BE DOING: This isn't a traditional customer success role with named accounts. You won't be managing individual relationships or diving into individual support tickets. You’ll build systems for thousands of customers simultaneously. You also won't be just processing requests from others - this is about identifying and implementing effective patterns in our systematic communication. While there will be requests from others, you’ll have a say in how different situations are communicated. Finally, this role combines both customer education and sales conversions, so it’s neither purely education nor purely sales. Intuition and ideally experience from both are valuable. OUR TECH STACK: Your primary tool will be Intercom, which we use for outbound communication. However, you’ll also be working with other tools - HubSpot, Segment, Tableau, Redash, Mixpanel, Zapier, n8n, and Apify itself. Since ... (truncated, view full listing at source)