Customer Success Manager, Canada

Wordly.ai

1d•Remote

About The Position

Wordly is seeking a Customer Success Manager to drive customer loyalty by building lasting relationships throughout the customer lifecycle. This role involves creating significant relationships with customers, ensuring their satisfaction, and contributing to Wordly's growth. The primary focus is on ensuring customers realize and experience value from Wordly, monitoring customer health indicators, addressing concerns, and helping them better use products to meet their goals. Success is defined by strong customer relationships and ensuring customers are happy with the solution and achieving their objectives.

Requirements

Strong English skills (written and verbal).
Speaking French is required.
Comfortable engaging with both technical and business-oriented roles.
Proven track record of building relationships virtually and over email.
Ability to keep a pulse on customer trends and act as the "voice of the customer".
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.
Experience with a CRM and ability to build reports/dashboards.
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.
Ability to thrive in fast-paced, changing environments.
Strong work ethic.
High level of enthusiasm, curiosity, initiative, commitment, and professionalism.
Experience selling to, or servicing, Government of Canada customers.
Ability to work remotely from anywhere in Canada.

Nice To Haves

Extensive experience with HubSpot Workflows is highly desirable.
Passion for languages and accessibility.

Responsibilities

Act 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.
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.