Customer Success Manager

Location Type: Remote Employment Type: Full-Time

Position Overview

Join Wordly's fast-growing global team! Wordly, a rapidly-growing AI startup in the San Francisco Bay Area, is seeking a Customer Success Manager to drive customer loyalty by building lasting relationships throughout the customer lifecycle. Reporting to the Director, Client Success & Support, you will create significant relationships with our customers and ensure their satisfaction, thereby contributing greatly to Wordly’s growth. This is accomplished by ensuring customers realize and experience value from Wordly, monitoring indicators of customer health, addressing customer concerns, and helping them better use our products to meet their goals and objectives. Success for you means you have a great relationship with our customers while making sure they are happy with the solution and using it to achieve their goals.

Why Join Wordly?

• We are an energetic and dynamic startup growing fast in a hot market.
• We have a passion for innovating and solving hard problems that affect thousands of users and organizations worldwide.
• We deeply care about system performance and happy customers.
• We are a team of industry veterans and senior tech professionals who prioritize performance and ease of use over anything else.
• We embrace remote work and a great work-life balance.

Who You Are:

• You’re passionate about languages and accessibility.
• You keep a pulse on customer trends and act as the voice of the customer to inform our product and marketing, design teams.
• You have an enthusiastic and dedicated approach to connecting with customers and understanding their needs, ensuring they understand and realize the full value of our solutions.
• Strong English skills, both written and verbal, are critical to success. Internally, English is our designated language for team communication, and our customers primarily communicate with us in English too. Speaking other languages is an asset to support our global customers with our interpretation solution.
• You love data and have the ability to understand user feedback and leverage it to help drive positive customer outcomes and adoption.
• You are comfortable communicating with both technical and business-oriented roles within a company.
• We work remotely. You can be located anywhere in the US & Canada.
• You are someone with a high level of enthusiasm, curiosity, initiative, commitment, and professionalism.
• You are someone with a strong work ethic.
• You have experience building relationships virtually and over email.
• You are someone who thrives in a fast-paced and changing environment.
• You have some experience in Customer Service, Account Management, Project Management, or equivalent experience.
• You know your way around a CRM.
• You’ve previously deployed technology or support services with companies.
• But most of all: You’re excited about joining a team that works hard and cares about delivering awesome results!

Responsibilities:

• Be the lead customer liaison for Wordly.
• Develop trusted advisor relationships with customers that include understanding each customer's strategy, technical environment, and their unique measurements for success.
• Demonstrate product knowledge and build the Customer Success Plan (CSP) to ensure broad adoption of Wordly solutions.
• Lead regularly scheduled account reviews with customers to ensure effective usage of Wordly and keep them abreast of updates / new features.
• Anticipate and monitor at-risk clients and ensure concerns are managed promptly.
• Be the customer's voice within Wordly by providing feedback to our teams on how we can better serve our customers and build improved products.
• Help define the customer journey; deploying processes to help customers take advantage of Wordly technology while uncovering new use cases.
• Help drive customer optimization discussions and programs leading to UX improvements and best practices.
• Act as an advocate on behalf of the customer and as an expert, offering in-depth and first-hand understanding of their experience and product.