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 150+ employees in offices across Copenhagen, London, Chicago, 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.

Customer service software is the 3rd largest software vertical and change is long overdue in CS technology, so there's a big market opportunity. Linked to that, the pandemic and current macro-economic market has increased the need for a platform like ours that can connect customer service agents more effectively, so there couldn't be a better time to join.

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.

Responsibilities

- 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.

About You

- 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.

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 150+ exceptional Dixaterians working with us in 4 offices (and remotely)!

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!

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