Customer Success Manager - Analytics Focus

Wordly is seeking a Customer Success Manager to help unlock the power of data to drive customer growth and retention. The ideal candidate will be responsible for reviewing large amounts of customer data, identifying trends, and developing scalable programs to help customers achieve their goals.

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 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.
• 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

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance