Digital Success Manager

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 Digital Success Manager to create customer-facing touchpoints for a high-volume segment. This is a high-impact individual contributor role where you’ll execute outbound campaigns and dive into data and customer research to establish systematic digital customer success at Apify. WHAT YOU’LL BE WORKING ON: We’re at the beginning of creating a systematic digital customer success program. For that, we’re building a team whose goal will be increasing product adoption and net revenue retention (NRR) through systematic, targeted, and personalized messaging. Your main focus will be participating in the execution of outbound touchpoints for our high-volume, low-touch customer segment - customers not owned by our Product Advocates or Technical Consultants. We’ll be analyzing the data behind Apify’s customer journey and experimenting to find patterns that will create a repeatable system for different verticals. This means you’ll typically research, implement, and evaluate outbound campaigns. Day-to-day, you’ll work on: - Conducting customer interviews and surveys - Data analyses (in collaboration with the Data team) - Configuration of campaigns - Composing content for the campaigns (in collaboration with the Content team) - Addressing requests from other teams (e.g. Product Marketing Managers) - Participating in campaign definitions and the system creation You’ll act as the bridge between customer education and digital account management - from onboarding and ongoing learning to driving conversions like free-to-paid and upgrades. Apify is a technical product, so a lot of these materials will be for developers - understanding source code is required. We’re hiring two Digital Success Managers, generalists whose talents and experience will supplement the team's knowledge. Ideally, we’re looking for one more focused on data analysis, while the other would focus more on campaign configurations and content creation. Together with Tom https://www.linkedin.com/in/tomasnosek and a Senior DSM we’re hiring too, you’ll create the Digital Success team. The team's goal is to smooth out the customer journey - improving those critical "magic moments," getting more people actively using the product, and keeping them around. When that happens, the revenue follows: more free users converting to paid, existing customers using more credits, and upgrading. 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 we’re only starting with scaled customer success, there are options to use more or different platforms in the near future. WHO WE’RE LOOKING FOR: - Proven experience taking initiative and driving projects to completion (both at work and when learning), genuine curiosity about customer behavior - 2+ years of experience in agile SaaS businesses in adjacent roles (Growth, RevOps, Customer Education, UX Research, or Product Ops) - Experience with the creation of outreach user campaign in some capacity (configuration, content creation, workflow design) - The ability to work independently, but also collaboratively, and ask for ... (truncated, view full listing at source)