Self Service Lead

Location

While our company operates exclusively on a remote basis, you must reside and have the legal right to work in one of the following countries: the United Kingdom, Latvia, Spain, Germany, Denmark, Poland, Portugal, or Ireland.

About

We are looking for a talented and experienced Self Service Lead to own the revenue from Lokalise’s Self Service customers and report directly to the Chief Marketing Officer. You will be responsible for managing and growing the Self-Service customer base, driving product-led growth, and enhancing the customer experience at scale. If you’re passionate about leveraging data, solving customer challenges, and driving measurable results, this could be the right opportunity for you.

You Will

• 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.

You Must Have

• 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.

It’s a Plus If You Have

• 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.

Our 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