About Dixa
Dixa is a conversational customer service platform that creates value for brands and customers in an easy to use, friendly and engaging way. We call it Customer Friendship™️ . Established in Copenhagen, Denmark in 2015, Dixa was founded on the principle that there must be a better way to do customer service, one that gives customers fast, accurate answers, from any customer service channel, as well as empower agents to have meaningful conversations rather than just solve tickets for the business. In February of 2021, the company acquired the Australian knowledge platform startup, Elevio. In March 2022 we acquired analytics leader Miuros, and automation pioneer Solvemate to further boost our product offering in this space.
Dixa has expanded globally within the first years since launch and now has 130+ employees in offices across Copenhagen, London and Melbourne. The company has raised more than $155 million in funding to date with backing from Notion Capital, Project A Ventures, SEED Capital and in mid 2021 completed a
Series C funding led by US-based General Atlantic.
As a Digital Customer Success Manager, you will play a key role in transforming our CS organization to a scaled and data-driven function. Digital Customer Success is responsible for ensuring that customers achieve their desired outcomes by using our digital products and services. Your main responsibilities will be building and leading scalable CS programs like office hours, webinars, playbooks for use cases, automations linked to product usage and adoption. You will be responsible for the success and satisfaction of our Growth Customer Segment portfolio and you will be measured on the NRR as well as the success of implemented scaled programs.
Responsibilities:
- Retention and growth of the customers from our Growth Segment
- Develop digital training programs for customers to enable use cases and increase product adoption
- Implement and lead initiatives such as office hours, webinars etc.
- Revamp and maintain our online academy for agents and administrators
- Document customer’s goals and track completion
- Monitor customer usage data to identify patterns and trends
- Create and deliver best-practice product information to customers
- 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.
- Manage customer feedback at scale, be the voice of the customer internally
- Proactively monitor customer health and engagement, identifying potential risks to retention. Develop and execute strategies to mitigate churn and maximize customer lifetime value.
Requirements:
- Proven experience in a customer-facing role, such as customer success, account management, or customer support
- Strong written communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Ability to create written playbooks and automated email campaigns
- Familiarity with customer success tools and platforms (e.g., CRM & CSM software)
- Ability to work independently and collaboratively in a fast-paced environment
- Excellent project management skills
- Understanding of data and good analytical skills
- Experience in creating automated Customer Success Programs at scale
Key metrics:
- Net Revenue Retention (NRR)
- Product adoption
- NPS
Please note
The qualifications and experiences above act as 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
Since the very beginning, we’ve been committed to building an inclusive culture. We are proud that people from all over the world have combined forces to give Dixa a universal perspective.
However, there are areas where we simply need to do better, 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 experiences outside of our own, because we believe everyone deserves an equitable future.
Dixa, the 30-second version
Dixa enables companies to deliver customer service as it is meant to be. We help customer service leaders to create effortless experiences 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 Wistia.
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 from the get-go.
Now, we’re in scale-up territory, backed by incredible VCs (raising Series C in July 2021), and 130+ exceptional Dixaterians working with us.
This 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 favorite brands with the warm familiarity of a friend .
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, continuous learning, meaningful work, future planning (family health and retirement) and other bits & bobs (i.e. socials and food). You can find out more on our careers page!