Customer Success Manager - US (East Coast)

Permanent employee, Full-time · USA - remote
Your mission
As a Customer Success Manager, you will play a key role in ensuring the satisfaction, retention, and success of Dixa’s customers portfolio. You will serve as the primary point of contact for our clients, advocating for their needs within the organization and fostering long-term relationships. Your goal will be to drive customer loyalty, maximize retention, and identify opportunities for growth and expansion. What you will be doing

• Build strong, trust-based relationships with customers, understanding their business goals, challenges, and needs.
• Create success plan of action for delivery both with the Dixa platform and through partnership.
• Track and analyze key success metrics for customers and develop action plans to address areas for improvement.
• Set customers up for success by sharing best practices and industry knowledge, providing platform setup optimisation recommendations.
• Serve as the voice of the customer within the organization, advocating for their needs, requirements, and feedback. Work closely with internal teams to address customer concerns and deliver solutions.
• Proactively monitor customer health and engagement, identifying potential risks to retention. Develop and execute strategies to mitigate churn and maximize customer lifetime value. Lead renewal conversations and negotiate contract terms as necessary.
• Drive product adoption and usage among customers, identifying opportunities for upselling or cross-selling additional features or services. Collaborate with account management teams to capitalize on expansion opportunities within existing accounts.
• Gather customer feedback and share insights to inform product roadmap decisions and improve overall customer experience.

Your profile

• Proven experience in a customer-facing role, such as customer success, account management, or sales.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Excellent problem-solving abilities and a proactive approach to addressing customer needs.
• Familiarity with customer success tools and platforms (e.g., CRM & CSM software).
• Ability to work independently and collaboratively in a fast-paced environment.
• Ability to travel internationally when needed.
• Experience working with SaaS or technology products.
• Experience in creating Digital Customer Success Programs is a plus.

Apply for this job About us
Dixa enables companies to deliver customer service as it is meant to be. We help customer service leaders to create effortless experience that unlock loyalty. Dixa’s Conversational Customer Service Platform combines powerful AI with a human touch to deliver a personalized-service experience that scales. Dixa powers more than 30 million conversations a year and is trusted by leading brands such as Interflora, On, Wise, Deezer, Rapha, Too Good To Go, Hello Print and Wista.

We started out as four friends around a kitchen table, on a mission to radically change the customer service space, while building a people-first and values driven culture the get-go.

Now, we’re in scale-up territory, backed by incredible VCs (raising Series C in July 2021), and 120+ exceptional Dixaterians working with us in Copenhagen, London, the US, France, Germany, Spain, Australia and remotely.

The incredible momentum is fuelling our mission to once and for all eliminate bad customer service and create a world in which all people are welcomed by their favourite brands with the warm familiarity of a friend.

Please note
The qualifications and experiences listed in this job description are a loose guide to what we’re looking for. We’d still love to hear from you if you have more or less experience, so long as the core skills can be demonstrated.

An equitable future
We are proud that people from all over the world have combined forces to give Dixa a universal perspective. We are always learning, and we appreciate that there are perspectives and experiences which many of us do not fully understand - yet.

We want our Dixaterians to bring their true selves to work, irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background. We’re committed to learning, growing and educating ourselves on experience outside of our own because we believe everyone deserves an equitable future.

What's in it for you?
Of course, there are the standard things, like competitive salary and a decent pension plan, that includes life and health insurance (in the majority of locations). But, there’s also so much more, such as flexible working, autonomy, learning, meaningful work, future planning (family health and retirement) and other bits and bobs (i.e socials and food). You can find out more on our careers page!
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We are looking forward to hearing from you!
Thank you for your interest in Dixa. Please fill out the following form. Should you have difficulties with the upload of your data, please send an email to [email protected].