Apify's mission is to make the web more programmable. Why? We believe that humans have better things to do than filling forms, compiling huge Excel sheets of copy-pasted data, or watching thousands of videos to determine whether they include a specific brand logo. Those are jobs for a machine. And just as in the real world we have tools that make our lives easier, we should have tools to make our lives easier on the web.

Web automation is a big part of that. Our users automate service unsubscriptions to save people money and they collect billions of rows of data from all over the world for AI training, protection of consumers, or finding lost children. Fortune 500 companies and small startups alike need this power to make great business decisions.

Who are we looking for?

An experienced technical CSM looking for a new challenge. This is an opportunity to make your mark and do things your way. Bring your experience to the table and show us how it's done. We have more than 2,500 customers that would benefit from your expertise. Deliver results, and you can run the future customer success team.

Essential qualifications:

• Experience working in the software development domain.
• Experience in web development or web technologies. You should know what APIs are and understand how they're used.
• Preferred but not absolutely necessary: experience with web scraping, web automation, headless browsers, proxies, SaaS and PaaS platforms, cloud infrastructure, and JavaScript or Python development.

You should also have:

• Strong customer orientation, dedication, and passion for delivering a great customer experience.
• High energy and positive attitude.
• Ability to take initiative, challenge the status quo, and own your ideas from start to production.
• Ability to explain complex information to customers clearly and concisely.
• Professional verbal and written communication skills in English.
• Collaborative and team-oriented approach.

What will you be working on?

Technical and product advocacy:

Apify is a platform for developers. To provide our customers with world-class service, our CSMs need to have a deep understanding of our SDKs, CLI, API, and our popular open-source library Crawlee. With our Delivery Team you will:

• Build relationships with customers and become their trusted advisor on all things Apify.
• Acquire end-to-end knowledge about Apify and all its features. We’ll teach you that.
• Help customers solve interesting business problems with the Apify platform and our open-source tools.
• Assist customers with adopting new features and expanding their use cases.
• Troubleshoot high priority customer issues together with our engineers.
• Continuously improve our processes, automated tools, documentation and help articles.

Securing expansions and boosting retention:

Many of our largest customers started on our Free and Starter plans and have grown into enterprise-grade deals over the course of 1-2 years. To keep that momentum going, you’ll be working with our Product and Sales teams to:

• Set up and run demos, webinars, and workshops to showcase the value of Apify’s platform to new customers and their teams.
• Continuously define, monitor, and review customer health metrics, such as their usage of the Apify platform, feature adoption, or error rates.
• Proactively assist customers whose health metrics indicate potential issues and risks, such as declining usage or slow feature adoption.

Product improvement:

Work closely with Product, Marketing, and Sales to help them better understand how our customers use the Apify platform, why it is valuable to them and what we could do to make it even better.

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

• Have learned everything there is to learn about Apify, our platform and our products.
• Deliver great demos of the Apify platform to our customers.
• Assist our support team with handling both technical and non-technical issues, to get a full understanding of the challenges our users and customers are dealing with.
• Understand what it takes to build a commercial web scraping project, how it works, what are the common pitfalls and how to address them. You’ll learn that thanks to close cooperation with our Technical consultants and Delivery engineers.
• Acquire a basic set of signals and metrics that will help you understand which customers would benefit from your assistance.
• Start building a base of customers under your management that you’ll regularly check in with and help them get the most out of Apify.

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

• Deliver perfect and detailed demos of all our features and products, even the most advanced ones. This includes our platform, API, API Clients, SDKs, CLI and Crawlee.
• Become a trusted advisor of your user base, able to help with almost any technical or business requirement they might have.
• Have a strong system in place for identifying users that would benefit from your assistance. Either because they’re likely to churn, or because they’re ready to grow and just need some help to make it happen.
• Ensure that important platform features are being adopted across your user base.
• Consistently achieve your net revenue retention (NRR) and logo churn targets.
• Partner with Product, Growth, Sales and Marketing in addressing customer needs.
• Get ready to lead the new customer success team, or help us hire a strong candidate that can do that.

Why should you work for Apify?

• Space, support, and autonomy for personal growth, with a direct impact on our success
• Full-time job in Prague (with the option to work in hybrid mode), or from our amazing office located in the ❤️ of Prague, Czech Republic
• Flexible working hours (perfect for both night owls 🦉 and early birds 🐥)
• Nobody counts holidays as long as the work gets done 💪
• Dog-friendly and bike-friendly office🐕🚲
• Epic team buildings and off-sites 🚢 (biking, canoeing, and other regular pastimes )
• Solid education and training budget, conference tickets, internal “Eat & Learn” sessions, and the possibility to work across teams 👩🏼‍💻👨🏽‍💻
• Stock options available, profit sharing and generous hardware budget 💻
• Free lunches every day 🌮🍱🍜🍕🥡
• Unlimited supply of ☕ & 🍺 and snacks
• Free entry to the wonderful Prague Zoo 🐘
• Ping-pong, chess, PS5, lightsabers, foosball league after lunch, free Multisport, and so on

Hiring Process:

Intro call ☎️ → Home assignment 🧑🏼‍💻 → Interview ✍️ → Meeting with the team 🍕→ Coffee w CEO ☕️ → Offer 📄

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