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 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 our customers and ensure their satisfaction, and thereby 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. Success for you means you have a great relationship with our customers while making sure they are happy with the solution and using it to achieve 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 keep a pulse on customer trends and act as the voice of the customer to inform our product and marketing, design teams

• You have an enthusiastic and dedicated approach to connecting with customers and understanding their needs, ensuring they understand and realize the full value of our solutions.

• You must able to speak Japanese at a native or near-native level.

• Strong English skills both written and verbal are critical to success. Internally, English is our designated language for team communication.

• You love data and have the ability to understand user feedback and leverage it to help drive positive customer outcomes and adoption.

• You are comfortable communicating with both technical and business-oriented roles within a company.

• We work remotely. You must be located in Japan.

• You are someone with a high level of enthusiasm, curiosity, initiative, commitment, and professionalism.

• You are someone with a strong work ethic.

• 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

• You've previously deployed technology or support services with companies.

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:

Onboarding New Customers (50%)

• Serve as the customer's main point of contact through their initial onboarding. You'll deeply understand their business and technical needs.

• Own the onboarding process, working with clients and partnering with our internal teams to ensure a successful client onboarding timeline.

• Lead Onboarding kick-offs, training workshops, escalation calls, and ad-hoc meetings as required.

• Train customers in their use of the platform by leading coaching sessions, and answering questions via video and e-mail

• Provide technical and consultative support to our customers

• Guide customers on best practices when using Wordly

• Assist the Customer Success Team with workflows and data for accurate tracking and reporting to different stakeholders.

• 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

• Develop, improve, and innovate the onboarding playbook

Customer Success Management (50%)

• Be the lead customer liaison for Wordly.

• Develop trusted advisor relationships with customers that include understanding each customer's strategy, technical environment and their unique measurements for success.

• Demonstrate product knowledge and build the Customer Success Plan (CSP) to ensure broad adoption of Wordly solutions.

• Lead regularly scheduled account reviews with customers to ensure effective usage of Wordly and keep them abreast of updates / new features.

• Anticipate and monitor at-risk clients and ensure concerns are managed promptly.

• Be the customer's voice within Wordly by providing feedback to our teams on how we can better serve our customers and build improved products.

• Help define the customer journey; deploying processes to help customers take advantage of Wordly technology while uncovering new use cases.

• Help drive customer optimization discussions and programs 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.

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 and follow us on our LinkedIn page.