Customer Success Strategist for Global SaaS Companies

1 month ago

Copenhagen, Copenhagen, Denmark Dixa Full time

About Dixa

Dixa enables companies to deliver customer service as it is meant to be. We help customer service leaders create effortless experiences that unlock loyalty.

Our Conversational Customer Service Platform combines powerful AI with a human touch to deliver personalized-service experiences that scale.

We power more than 30 million conversations a year and are trusted by leading brands such as Interflora, On, Wise, Deezer, Rapha, Too Good To Go, Hello Print and Wista.

Our Mission

We're on a mission to radically change the customer service space while building a people-first and values-driven culture from the get-go.

Join us in creating a world where all people are welcomed by their favourite brands with the warm familiarity of a friend.

The Role

As a Customer Success Strategist, you'll play a key role in ensuring the satisfaction, retention, and success of our customers' portfolio.

You'll 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.

Key Responsibilities

  • Build strong, trust-based relationships with customers, understanding their business goals, challenges, and needs.
  • Create success plans 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 optimization 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.

What's In It For You?

We offer a competitive salary of $80,000 - $110,000 per annum, depending on your level of experience, plus a decent pension plan, including life and health insurance.

Enjoy flexible working hours, autonomy, learning opportunities, meaningful work, future planning, and other benefits that make Dixa a great place to work.

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