Customer Success Manager

Job Overview

Drive customer growth and retention through data analysis and automations. Review customer data to identify trends, spot at-risk accounts, and develop scalable programs for self-serve users. Turn complex data into actionable insights to help customers achieve their goals.

Responsibilities

• Review customer usage data to identify trends, patterns, and growth opportunities.
• Monitor at-risk clients by building health scores and alert systems.
• Identify expansion opportunities and develop automated playbooks for self-serve customers.
• Assist with workflows and data for tracking and reporting to stakeholders.
• Provide feedback to product and design teams based on user behavior data.
• Develop and maintain automations to streamline the customer journey.
• Define customer journey processes to leverage technology.
• Assist sales and success teams with data requests and account analysis.
• Drive optimization discussions for UX improvements and best practices.

Qualifications

• Passion for languages and accessibility.
• Proven ability to use data for customer outcomes and adoption.
• Strong English skills; other languages are an asset.
• Comfortable communicating with technical and business roles.
• Self-starter focused on automation and process improvement.
• High enthusiasm, curiosity, initiative, and attention to detail.
• Experience in customer service, account management, or project management.
• Proficiency with CRM and data tools; experience with Hubspot Workflows desirable.
• Experience deploying technology or support services; familiarity with AI tools like Claude is ideal.
• Thrives in a fast-paced environment and builds virtual relationships.