Senior 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 Senior Digital Success Manager to co-build our scaled customer experience program. This is a high-impact individual contributor role where you’ll drive outbound campaigns from ideation through evaluation while establishing systematic approaches to digital customer success at Apify.

We've started building our digital customer success program, and now we need someone to take it further. Right now, it's about creating new ideas and testing what works to drive product adoption and retention. We have some campaigns running, but everything's still early enough that you can challenge, improve, or completely reimagine them.

Your main focus will be designing, organizing, and evaluating outbound touchpoints for our high-volume, low-touch customer segment - customers not owned by Product Advocates or Technical Consultants. Initially, it will be just you and Tom, so you’ll also be hands-on with implementation. As we grow the team, you’ll help mentor and distribute work to them to accelerate our impact.

Being part of a broader team, you’ll influence customer communication within the product and then own external customer messaging in collaboration with stakeholders like Product Marketing Managers.

We’ll start together by refining the customer journey map, coordinating data reporting with the Data team, and then focusing on improving the biggest gaps and churn moments. The goal is to increase product adoption and net revenue retention (NRR) through systematic, targeted, and personalized messaging. You’ll bridge customer education and digital account management - from onboarding and ongoing learning to driving conversions like free-to-paid and upgrades.

In short, we need someone who excels at high-volume customer communication, writes compelling content, understands the digital sales funnel, enjoys customer research and conversations, and thrives on digging into the data to uncover patterns and insights.

You'll be measured on how well you smooth out the customer journey - improving those critical "magic moments," getting more people actively using the product, and keeping them around. When you do that well, the revenue follows: more free users converting to paid, existing customers using more credits, and upgrading.

This isn't a traditional customer success role with named accounts. You won't be managing individual relationships or diving into individual support tickets. You’ll build systems for thousands of customers simultaneously.

You also won't be just processing requests from others - this is about identifying and implementing effective patterns in our systematic communication. While there will be requests from others, you’ll have a say in how different situations are communicated.

Finally, this role combines both customer education and sales conversions, so it’s neither purely education nor purely sales. Intuition and ideally experience from both are valuable.

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 - part of the discussions you’ll participate in.

• Proven 0→1 experience building scaled programs or similar customer-oriented initiatives (Growth, RevOps, Customer Education, UX Research, Product Ops) while moving specific metrics

• 5+ years of experience in agile SaaS businesses, working with high-volume, low-touch customer segments

• Proficiency with SQL (or similar) for data analysis and visualization using analytics tools (Tableau, Mixpanel, Redash, or similar)

• Deep understanding of the customer lifecycle with systems thinking - someone who prefers launching scrappy experiments rather than waiting for perfect data

• Proven ability to own initiatives end-to-end - ideation, organization, implementation, evaluation

• Demonstrated ability to influence without authority, conduct customer research, mentor junior team members, and create engaging customer-facing content in English

• Experience with 2+ engagement platforms (Intercom, HubSpot, Customer.io, Braze, or similar)

• Tech-savvy attitude with a builder mindset (programming skills are a plus)

• 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

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

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

• Help refine and finalize our customer journey map

• Co-drive data gathering and visualization for the customer journey funnel

• Co-drive the gap analysis on our customer journey

• Start ideating experiments to improve our gaps in the customer journey

• Implement and evaluate some of the experiments

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

• Participate in further hiring for the Scaled Customer Experience team

• Onboard freshly hired team members to the Scaled Customer Experience team

• Help organize team workflows and mentor more junior team members

• Participate in creating the team vision and strategy

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

• 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.