Self Service Lead

Summary

Join Lokalise, an AI-powered translation platform, as a Self Service Lead and own the revenue from self-service customers. You will manage and grow the self-service customer base, driving product-led growth and enhancing customer experience. Responsibilities include defining and executing experiments to improve customer experience, developing cross-departmental program roadmaps, collaborating with various teams, and implementing tools to improve service quality. You will drive data-informed decision-making, gather customer insights, and report on program results. This role requires 3+ years of experience in product or program management with a focus on product-led growth, strong analytical skills, sales or account management experience, excellent communication, and fluency in English.

Requirements

• 3+ years of experience in Product Management, Program Management, or a similar role with a focus on product-led growth strategies
• Strong analytical skills, with a proven ability to use data to solve problems and make informed decisions
• Experience in sales or account management, demonstrating the ability to build relationships, identify growth opportunities, and drive revenue
• Excellent communication and collaboration skills, with a history of working effectively across multiple teams and stakeholders
• A growth mindset, with a strong willingness to experiment, learn, and iterate based on user feedback
• Fluent English language skills

Responsibilities

• Own the Self-Service customers' Book of Business (BoB), managing the long tail of customers and driving their revenue and profitability
• Define, plan, and execute experiments to enhance the end-to-end customer experience, improve satisfaction, and boost retention
• Develop and deliver a cross-department program roadmap aligned with customer needs and market opportunities
• Collaborate with cross-functional teams, including Product, Design, Marketing, Sales and Customer Support, to ensure the success of initiatives and ongoing growth
• Implement tools, services, and processes to improve service quality and lower the cost structure for delivering exceptional customer experiences
• Drive data-informed decision-making by setting in place the right KPI’s and leading indicators, and utilising respective dashboards to monitor customer health and prioritise engagement opportunities
• Represent the voice of Self-Service customers by gathering insights through surveys, interviews, and data analysis to inform strategies
• Regularly report on program results, initiatives’ effectiveness, and adoption, presenting outcomes and plans to senior management

Preferred Qualifications

• Experience with product design, user onboarding, and delivering exceptional user experiences
• Previous experience managing a Customer Support function
• Track record of designing/implementing/utilising customer health dashboards

Benefits

• Competitive salary and employee stock options plan
• Fully remote and flexible working hours
• Co-working budget
• Flexible vacation policy
• Equipment budget to set up your home office
• Learning & Development program
• Health insurance
• Wellness benefits
• Mental health support - every employee has access to a dedicated mental health platform