Digital Customer Success Manager

at  Dixa

YOUR MISSION

Step into the exciting role of Digital Customer Success Manager at Dixa! In this position, you will manage a larger portfolio of our clients in our Growth segment, focusing primarily on a tech-touch approach. While much of your collaboration will be digital, you’ll also handle direct customer interactions, stepping in to lead meetings and drive processes when needed.
With a personal NRR target, you’ll focus on increasing the ARR base of your portfolio, driving renewal processes, and creating impactful strategies to foster growth. This role combines your skills in written communication, strategic thinking, and campaign management to deliver exceptional results and elevate customer success at scale.

ABOUT US

Dixa is a Value Experience (VX) Customer Service Platform that combines cutting-edge AI with a human touch, empowering companies to deliver effortless, personalized experiences that drive customer loyalty. Trusted by leading consumer brands of the world, Dixa supports over 30 million conversations annually.
Founded by four friends determined to make a difference in customer service, we’re now a fast-scaling company with backing from some of the most reputable investors globally.
Our commitment is to excel, and we’re building a culture where teamwork and results matter, and everyone is empowered to take ownership, drive growth, and contribute meaningfully. We believe in fostering a work environment that challenges you to grow and gives you the tools to succeed.
We value flexibility but equally believe in the collaboration and innovation sparked by working together in person. That’s why we’ve adopted a flexible work model, requiring a minimum of three days per week in the office to strengthen team connections, foster collaboration, and encourage knowledge sharing.

• Manage a Scaled Portfolio: Take ownership of a diverse portfolio of smaller clients, ensuring their success through efficient tech-touch collaboration.
• Drive Renewals and Growth: Proactively securing the renewal process while identifying upsell opportunities to increase the portfolio’s ARR base.
• Communication and campaigns: Develop and execute tailored communication strategies to drive product adoption and upselling opportunities.
• Build Customer Materials: Craft high-quality content, such as guides, best practices, and campaign materials, to engage and empower customers.
• Monitor Customer Health: Track key metrics like NRR, product adoption, and NPS, and take actionable steps to address areas for improvement.
• Engage When Needed: Be ready to lead direct customer meetings when requested, guiding discussions and delivering value to drive outcomes.
• Collaborate Across Teams: Partner with internal teams, such as marketing and product, to create impactful campaigns and solutions that benefit your portfolio.
• Leverage Data: Use insights from customer success platforms to inform strategies, measure impact, and refine your approach.
• Mass-communication: Hosting webinars/events for your portfolio to increase adoption of new features and products.
• Data management: Strict data management is key for creating transparency and a good customer experience.