Customer Success Manager, Japan

Job Summary

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, and 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.
• You must able to speak Japanese at a native or near-native level.
• Strong English skills both written and verbal are critical to success. Internally, English is our designated language for team communication.
• 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 must be located in Japan.
• 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 e-mail.
• 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!

What You'll Be Doing

Onboarding New Customers (50%)

• Serve as the customer’s main point of contact through their initial onboarding. You’ll deeply understand their business and technical needs.
• Own the onboarding process, working with clients and partnering with our internal teams to ensure a successful client onboarding timeline.
• Lead Onboarding kick-offs, training workshops, escalation calls, and ad-hoc meetings as required.
• Train customers in their use of the platform by leading coaching sessions, and answering questions via video and e-mail.
• Provide technical and consultative support to our customers.
• Guide customers on best practices when using Wordly.
• Assist the Customer Success Team with workflows and data for accurate tracking and reporting to different stakeholders.
• 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 needs.
• Develop, improve, and innovate the onboarding playbook.

Customer Success Management (50%)

• 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.

Employment Details

• Employment Type: FullTime
• Location Type: Remote