Guidewheel · 8 hours ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

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Responsibilities

Guide customers to value

Own the customer relationship and success. For 15-40 Guidewheel customers in the USA, you are the owner who will drive success through initial onboarding, product adoption, retention, and identifying value-add new features. You will work cross-functionally with a team of technical account managers and implementation specialists to ensure our customers are successful, and at the end of the day responsibility for the customer’s success is yours.

Deeply understand the objectives of the factories we work with and be a trusted right-hand advisor to the teams using Guidewheel

Work with the Guidewheel team and customers to repeatedly define, drive, and demonstrate the value (ROI) delivered by the Guidewheel platform

Define and optimize the customer journey

Work with the team to define exactly what onboarding + ongoing support from Guidewheel should look like including training, best communication touch points and new release updates

Represent the voice of the customer to inform our sales & support process and product roadmap

Manage direct + regular customer communication across users

Own customer experience, renewals, and upsells

Enable successful roll-out of Guidewheel to users across the factory as an essential business tool, leading trainings both virtually and in person

Own contract renewals, growth, and upsells for customers by understanding their business needs and helping them succeed

Identify opportunities for customers to act as Guidewheel advocates (e.g. testimonials, case studies)

Set clear expectations and provide support to ensure a positive experience for customers at every level

Qualification

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SaaS Customer SuccessCustomer OnboardingCustomer RetentionTraining DeliveryCRM Systems

Required

Direct SaaS Customer Success experience, with world-class results guiding customers to operationalize technology and quantify results.

Excellent interpersonal, analytical, and communication skills, with the ability to work with all stakeholders within the factories that we serve including but not limited to operations leaders, factory managers, engineers, and maintenance teammates.

Extensive experience personally managing high-level customers, including executive presence and effectiveness interacting solo with C-level audiences.

The ideal candidate will have direct experience within a startup, building many aspects of a successful startup 'Customer Success engine,' including ideal customer profiles and buyer personas, implementation, customer onboarding, training, customer retention, team recruiting, learning and development, compensation plans, CRM and reporting systems, expansion pipeline and reports, and scalable processes.

Thoughtful *and* fast. Understands that speed is a competitive advantage and always strives to hit their goals 10x faster than expected.

Results-driven with bias for action and commitment to excellence. Self-directed, rolls up the sleeves and engages in all activities with a sense of urgency. Gets it done on time, every time. Extremely organized with excellent attention to detail.

Thrives in a fast-paced environment of constant change. Manages numerous time-sensitive priorities simultaneously and rigorously. Positive, resilient and constantly seeking candid feedback to improve. Listens to and considers alternatives. Makes decisions.

Customer obsessed and constantly upleveling. Always seeking to learn more about and care better for our customers. Constantly pushing for the root cause and true 'job to be done' to improve the product in ways that drive customer results. Easily moving between details—when they matter—while also upleveling the conversation to connect to strategic business priorities and help us find the most elegant solution.

Entrepreneurial and driven - wants to be part of a fast growing SaaS company, set high standards, and deliver world-class results, demonstrating flexibility and adaptability as needed in a startup environment. Evidence of extreme drive, looking for a challenge and committed to winning as a team.

A team builder, team player and leader who creates loyalty, trust and following. Collaborative attitude and desire to contribute outside primary areas of responsibility. Inspires others and is highly respected.