Customer Success Manager

Wordsmith
Edinburgh
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Customer focus","Handson troubleshooting","Organisational skills","Reliability","Commercial mindset","Technical simplification","Problem-solving"]

Own the day-to-day success of Wordsmith customers by onboarding new teams, responding quickly to questions, and managing the shared customer inbox end to end. Drive ongoing product adoption through training, best-practice sharing, and re-engaging dormant users. Serve as the voice of the customer by feeding insights back to product and commercial teams, directly linking your work to retention and growth.

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FursaFursa
Wordsmith
Wordsmith
4 days ago

Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Own the day-to-day success of Wordsmith customers by onboarding new teams, responding quickly to questions, and managing the shared customer inbox end to end. Drive ongoing product adoption through training, best-practice sharing, and re-engaging dormant users. Serve as the voice of the customer by feeding insights back to product and commercial teams, directly linking your work to retention and growth.
Location: Edinburgh
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Entry level

Key Responsibilities

  • •Onboard new customers and enable them from kick-off to confident, active use of Wordsmith.
  • •Answer customer support questions and drive each issue through to resolution.
  • •Own the shared customer inbox end to end: triage, respond, route, and ensure nothing slips through.
  • •Drive continuous product adoption by spotting dormant/under-used features and running training and best-practice sessions.
  • •Act as the voice of the customer by feeding insights back to product and commercial teams.

Key Requirements

  • •Experience in customer success, support, account management, hospitality, or any role where you looked after people; recent graduates welcome.
  • •Hands-on customer orientation—get on calls, write docs, and chase answers to resolution.
  • •Commercially minded mindset focused on adoption and long-term customer value (renewal and advocacy).
  • •Comfortable writing and speaking with customers all day, with the ability to make technical topics feel simple.
  • •Organised and reliable—able to juggle an inbox, training schedule, and follow-ups without dropping items.
Skills:CommunicationCustomer focusHandson troubleshootingOrganisational skillsReliabilityCommercial mindsetTechnical simplificationProblem-solving

Company Brief

Wordsmith
Provides an AI-powered writing platform that generates human-like marketing copy, blog posts, and content at scale, helping teams automate content creation, improve SEO, and accelerate writing workflows.
Industry: SaaS
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