[Hiring] Customer Success Manager - Analytics Focus @Wordly.ai

Role Description

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 help our team unlock the power of data to drive customer growth and retention. Reporting to the Director, Customer Success & Support, you will be the engine behind our proactive success strategy, using data analysis and automations to review large amounts of customer data.

• Identify critical customer trends and spot at-risk accounts before they churn.
• Develop scalable programs to help our self-serve customers grow their Wordly usage.
• Turn complex data sets into actionable insights that ensure our customers are achieving their goals.

Qualifications

• Passionate about languages and accessibility.
• Love data with a proven ability to leverage it to drive positive customer outcomes and adoption.
• Keep a pulse on customer trends and act as the voice of the customer.
• Strong English skills (both written and verbal) are critical to success.
• Speaking other languages is an asset to support global customers.
• Comfortable communicating with both technical and business-oriented roles.
• Self-starter who looks to improve work through automation and process improvement.
• High level of enthusiasm, curiosity, initiative, commitment, and professionalism.
• Strong attention to detail when reviewing technical data and workflows.
• Experience building relationships virtually and over e-mail.
• Thrives in a fast-paced and changing environment.
• Experience in Customer Service, Account Management, Project Management, or equivalent experience.
• Familiar with CRM and comfortable using data tools to build reports and dashboards.
• Desirable experience with Hubspot Workflows.
• Experience deploying technology or support services with companies, ideally leveraging Claude or similar AI tools.

Requirements

• Review large amounts of customer usage data to identify trends, patterns, and opportunities for growth.
• Anticipate and monitor at-risk clients by building health scores and alert systems.
• Identify expansion opportunities within our self-serve customer base and develop automated playbooks.
• Assist the Customer Success Team with workflows and data for accurate tracking and reporting.
• Provide feedback to product and design teams based on user behavior data.
• Develop and maintain automations that streamline the customer journey for self-serve users.
• Help define the customer journey by deploying processes that help customers utilize Wordly technology.
• Assist Sales and Success teams with ad-hoc data requests and deep-dive account analysis.
• Drive customer optimization discussions leading to UX improvements and best practices.
• Act as an advocate on behalf of the customer, offering in-depth understanding of their experience and product needs.
• Answer emails and chats for some customers.
• Investigate and troubleshoot situations from customers.
• Answer the 24/7 emergency line on a rotating basis.

Benefits

• Remote work flexibility; can be located anywhere in the US & Canada.
• Office space available in Los Altos, California for San Francisco Bay Area residents.