Digital Success Manager

Join Apify on our mission to help anyone get more value from the web, so they can automate tasks and spend time on the things that matter most.

Apify downloads billions of web pages from all over the world for AI, market research, and finding lost children. We give chatbots the context to interact intelligently, and we’re making agents an integral part of the Apify platform.

We’re looking for a Digital Success Manager to create customer-facing touchpoints for a high-volume segment. This is a high-impact individual contributor role where you’ll execute outbound campaigns and dive into data and customer research to establish systematic digital customer success at Apify.

What you’ll be working on:

We’re at the beginning of creating a systematic digital customer success program. For that, we’re building a team whose goal will be increasing product adoption and net revenue retention (NRR) through systematic, targeted, and personalized messaging.

Your main focus will be participating in the execution of outbound touchpoints for our high-volume, low-touch customer segment - customers not owned by our Product Advocates or Technical Consultants.

We’ll be analyzing the data behind Apify’s customer journey and experimenting to find patterns that will create a repeatable system for different verticals. This means you’ll typically research, implement, and evaluate outbound campaigns. Day-to-day, you’ll work on:

• Conducting customer interviews and surveys

• Data analyses (in collaboration with the Data team)

• Configuration of campaigns

• Composing content for the campaigns (in collaboration with the Content team)

• Addressing requests from other teams (e.g. Product Marketing Managers)

• Participating in campaign definitions and the system creation

You’ll act as the bridge between customer education and digital account management - from onboarding and ongoing learning to driving conversions like free-to-paid and upgrades. Apify is a technical product, so a lot of these materials will be for developers - understanding source code is required.

We’re hiring two Digital Success Managers, generalists whose talents and experience will supplement the team's knowledge. Ideally, we’re looking for one more focused on data analysis, while the other would focus more on campaign configurations and content creation. Together with Tom and a Senior DSM we’re hiring too, you’ll create the Digital Success team.

The team's goal is to smooth out the customer journey - improving those critical "magic moments," getting more people actively using the product, and keeping them around. When that happens, the revenue follows: more free users converting to paid, existing customers using more credits, and upgrading.

Our tech stack:

Your primary tool will be Intercom, which we use for outbound communication. However, you’ll also be working with other tools - HubSpot, Segment, Tableau, Redash, Mixpanel, Zapier, n8n, and Apify itself. Since we’re only starting with scaled customer success, there are options to use more or different platforms in the near future.

Who we’re looking for:

• Proven experience taking initiative and driving projects to completion (both at work and when learning), genuine curiosity about customer behavior

• 2+ years of experience in agile SaaS businesses in adjacent roles (Growth, RevOps, Customer Education, UX Research, or Product Ops)

• Experience with the creation of outreach user campaign in some capacity (configuration, content creation, workflow design)

• The ability to work independently, but also collaboratively, and ask for help when needed

• The drive to rather ship scrappy experiments quickly than working towards perfectionism

• Tech-savvy attitude with a builder mindset (vibe coding experience required)

• Ability to understand the gist of source code (programming skills are a plus)

• Experience with customer communication and excellent English

• Experience with engagement platforms, such as Intercom, HubSpot, Customer.io, or Braze, and content creation for them (nice to have)

• Experience with data analyses and SQL (nice to have)

• Experience with freemium/product-led-growth products (nice to have)

• A base in the Czech Republic with the ability to visit the Prague or Brno office at least twice a month

By the end of the first 3 months, we expect you to:

• Onboard to Apify - the company, the product, the processes

• Establish relationships with adjacent teams (Product Marketing Management, Product Advocacy, Product Management, Documentation, Support)

• Get familiar with the tooling we use and become operationally proficient

• Become comfortable working with our data

• Be able to set up an outbound campaign and plan user interviews

• Start experimenting on the chosen customer journey steps

By the end of the first 6 months, we expect you to:

• Have a track record of impact on the customer journey, including both wins and learnings from failed experiments

• Help establish experimentation, research, and data analysis as systematic practices for the team

• Identify gaps in our customer journey map and ideate improvements

• Process requests from other stakeholders while taking into account existing workflows and experiments, and contribute ideas for improvements

• Implement both educational and sales campaigns on a daily basis

Why should you work at Apify?

• Space, support, and autonomy for personal growth, with a direct impact on our success

• Full-time position in Prague (Lucerna Palace), Brno (Titanium), or fully remote from the Czech Republic; we'd like to see you at least twice a month in one of our offices

• Flexible working hours (perfect for both night owls 🦉 and early birds 🐥)

• Nobody counts holidays as long as the work gets done 💪

• Stock options and profit sharing 💰

• Free Multisport card

• We welcome pets, kids, and bikes in the office

• Epic team buildings and offsites 🚢 with biking, canoeing, and other adventures 🪂

• Solid education and training budget, conference tickets, internal “Eat & Learn” sessions, and the possibility to work across teams

• Generous hardware budget 💻

• Free lunches every day when working from the office 🌮🥡

• Unlimited supply of ☕ & 🍺 and snacks

• Free entry to the wonderful Prague and Brno Zoo 🐘

• Ping-pong, chess, PS5, lightsabers, foosball league after lunch.

For more details about Apify and what it is like to work with us, see our Careers page.