Customer Success Manager - Analytics Focus

About the Role

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 - Analytics Focus 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. You will identify critical customer trends, spot at-risk accounts before they churn, and develop scalable programs to help our self-serve customers grow their Wordly usage. Success for you means turning complex data sets into actionable insights that ensure our customers (from the smallest self-serve users to our largest accounts) are achieving 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 love data and have a proven ability to leverage it to drive positive customer outcomes and adoption.
• You keep a pulse on customer trends and act as the voice of the customer to inform our product and marketing, design teams.
• 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 are comfortable communicating with both technical and business-oriented roles within a company.
• You are a self-starter who always looks to take your work to the next level through automation and process improvement.
• You are someone with a high level of enthusiasm, curiosity, initiative, commitment, and professionalism.
• You are eagle-eyed and have a strong attention to detail when reviewing technical data and workflows.
• 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 and are comfortable using data tools to build reports and dashboards. It is desirable that you have extensive experience with Hubspot Workflows.
• You’ve previously deployed technology or support services with companies. Ideally, leveraging Claude or similar AI tools.
• We work remotely. You can be located anywhere in the US & Canada.

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:

• 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 to ensure concerns are managed promptly.
• Identify expansion opportunities within our self-serve customer base and develop automated playbooks to help them grow their usage.
• Assist the Customer Success Team with workflows and data for accurate tracking and reporting to different stakeholders.
• Provide feedback to our product and design teams on how we can build improved products 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 take advantage of Wordly technology.
• Assist the Sales and Success teams with ad-hoc data requests and deep-dive account analysis.
• Help drive customer optimization discussions 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 needs.

Note that everyone takes a turn being our first line of support. This means:

• Answering emails and chats for some of our customers.
• Investigation and troubleshooting of situations from customers.
• Answering our 24/7 emergency line on a rotating basis.

As Wordly is growing rapidly, applicants may be retained and evaluated for additional open positions.

About Wordly

Located in Los Altos, California, Wordly is an exciting tech startup that is looking to grow its engineering and GTM teams! From virtual meetings to large, in-person conference venues, Wordly strives to provide high quality, real-time translation services in 50+ languages to anyone, anywhere.

Wordly caters to numerous customers around the world which include local organizations and businesses; government entities; Fortune 500 companies; and much, much more. 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.

To learn more about Wordly visit www.wordly.ai and follow us on our LinkedIn page.