Self Service Lead

Summary

Join Lokalise as a Self Service Lead and own the revenue from our Self-Service customers, reporting directly to the CMO. You will manage and grow the Self-Service customer base, driving product-led growth and enhancing customer experience. This role requires leveraging data, solving customer challenges, and delivering measurable results. You will define and execute experiments to improve customer experience and retention, collaborate with cross-functional teams, and implement tools and processes to enhance service quality. Data-informed decision-making and regular reporting to senior management are crucial. The position requires significant experience in product or program management with a focus on product-led growth.

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
• Unlimited vacation policy
• Top-notch tech equipment for your work
• Learning & Development program
• Health insurance
• Wellness benefits
• Mental health support - every employee has access to a dedicated mental health platform
• Great startup atmosphere, team spirit, and team events