Customer Success Manager
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Job Description
Customer Success Manager at Wordly, an AI startup, ensuring customer satisfaction and relationship building. Focus on customer health, trends, and optimizing product use.
Responsibilities:
- Act as the primary advocate and expert for Wordly customers
- Develop trusted advisor relationships by understanding each customer's strategy, technical environment, and unique measurements for success
- Demonstrate deep product knowledge and build Customer Success Plans (CSP)
- 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 the self-serve customer base
- Lead regularly scheduled account reviews to ensure effective usage of Wordly
- Act as a bridge to internal product, design, and marketing teams
- Help define the customer journey by deploying processes that help users take advantage of Wordly technology
- Drive customer optimization discussions and programs
- Assist the Customer Success Team with workflows and data management for accurate tracking and reporting.
Requirements:
- You are passionate about languages and accessibility
- Strong English skills (written and verbal) are critical for internal and customer communication
- Speaking French is also required for this role
- Comfortable engaging with both technical and business-oriented roles
- Proven track record of building relationships virtually and over email
- Keep a pulse on customer trends and act as the 'voice of the customer'
- Have a dedicated approach to ensuring customers realize the full value of our solutions
- Love data and leverage it to drive customer outcomes and adoption
- Strong attention to detail when reviewing technical workflows
- Know your way around a CRM and can build reports/dashboards
- Extensive experience with HubSpot Workflows is highly desirable
- Experience deploying technology or support services, ideally leveraging Claude or similar AI tools
- Self-starter who uses automation and process improvement
- Experience in Customer Service, Account Management, Project Management, or an equivalent field
- Thrives in fast-paced, changing environments and possesses a strong work ethic
- High level of enthusiasm, curiosity, initiative, commitment, and professionalism
- Experience selling to, or servicing, Government of Canada customers.
Benefits:
- We embrace remote work and a great work-life balance.
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