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About the roleWordly, 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 customers and ensure their satisfaction, 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.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 areYou are passionate about languages and accessibility. Strong English skills (written and verbal) are critical, and speaking French is required for this role.You are comfortable engaging with both technical and business-oriented roles and have a proven track record of building relationships virtually and over email.You keep a pulse on customer trends and act as the “voice of the customer” to inform product, marketing, and design teams, with a dedicated approach to ensuring customers realize the full value of our solutions.You love data and leverage it to drive customer outcomes and adoption, with strong attention to detail when reviewing technical workflows.You know your way around a CRM and can build reports/dashboards; extensive experience with HubSpot Workflows is highly desirable.You have experience deploying technology or support services, ideally leveraging Claude or similar AI tools.You are a self-starter who uses automation and process improvement to take your work to the next level.You have experience in Customer Service, Account Management, Project Management, or an equivalent field.You thrive in fast-paced, changing environments and possess a strong work ethic.You bring a high level of enthusiasm, curiosity, initiative, commitment, and professionalism to the team.You bring experience selling to, or servicing, Government of Canada customers (please highlight this skill in your resume).We work remotely—you can be located anywhere in Canada.What you’ll be doingAct as the primary advocate and expert for Wordly customers, offering an in-depth understanding of their experience and product needs.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) to ensure broad adoption of Wordly solutions.Review large amounts of customer usage data to identify trends, patterns, and opportunities for growth, assisting Sales and Success teams with ad-hoc data requests and deep-dive account analysis.Anticipate and monitor at-risk clients by building health scores and alert systems to ensure concerns are managed promptly.Identify expansion opportunities within the self-serve customer base and develop automated playbooks and workflows to streamline the customer journey and grow usage.Lead regularly scheduled account reviews to ensure effective usage of Wordly and keep customers updated on new features.Act as a bridge to internal product, design, and marketing teams, providing feedback based on user behaviour data to build improved products.Help define the customer journey by deploying processes that help users take advantage of Wordly technology while uncovering new use cases.Drive customer optimization discussions and programs that lead to UX improvements and the establishment of best practices.Assist the Customer Success Team with workflows and data management for accurate tracking and reporting to various stakeholders.First line of support rotationAnswering emails and chats for some of our customersInvestigation and troubleshooting of situations from customersAnswering our 24/7 emergency line on a rotating basisAbout WordlyLocated in Los Altos, California, Wordly is a tech startup looking to grow its engineering and GTM teams. It provides high quality, real-time translation services in 50+ languages. While this is a fully remote position, office space in Los Altos, California is available for San Francisco Bay Area residents that wish to utilize it.Additional noteAs Wordly is growing rapidly, applicants may be retained and evaluated for additional open positions.
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