Mid-Market Customer Success Manager

Summary

Join Guidewheel, a fast-growing startup revolutionizing factory floor visibility, as a Customer Success Manager. You will be responsible for onboarding and supporting mid-market customers in North America, driving product adoption and identifying new revenue streams. This role requires proven SaaS Customer Success experience, excellent communication skills, and the ability to manage high-level customer relationships. You will work cross-functionally with technical teams and represent the customer's voice internally. Guidewheel offers a 100% remote work culture, flexible PTO, generous equity, comprehensive health benefits, and additional perks. Help us empower factories to reach sustainable peak performance while building your career with a mission-driven company.

Requirements

• Possess direct SaaS Customer Success experience, with world-class results in guiding customers to operationalize technology and quantifying results
• Demonstrate excellent interpersonal, analytical, communication, and storytelling skills, with the ability to work with all stakeholders within the factories that we serve
• Have extensive experience personally managing high-level customers, including executive presence and effectiveness interacting solo with C-level audiences
• 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, CRM and reporting systems, expansion pipeline and reports, and scalable process creation and iteration
• Understand that speed is a competitive advantage and always strive to hit goals 10x faster than expected
• Be results-driven with a bias for action and commitment to excellence. Be self-directed, roll up sleeves and engage in all activities with a sense of urgency. Have a ‘get it done on time, every time’ mentality. Be extremely organized with excellent attention to detail
• Thrive in a fast-paced environment of constant change, managing numerous time-sensitive priorities simultaneously and rigorously, with a positive and resilient mindset, while constantly seeking candid feedback to improve
• Be totally customer obsessed and constantly upleveling themselves. 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
• Be insanely curious, an excellent question-asker who engages others, while easily moving between details—when they matter—while also upleveling the conversation to connect to strategic business priorities
• Be a team builder, team player and leader who creates loyalty, trust and following. Have a collaborative attitude and desire to contribute outside primary areas of responsibility. Inspire others and be highly respected

Responsibilities

• Play a critical role in launching and supporting customers in North America to drive usage and value from Guidewheel
• Provide exceptional customer-facing communication in a remote environment, including quickly understanding a customer’s business and explaining technology to various audiences
• Own a book of 40-60 clients located in North America
• Drive value through initial onboarding, product adoption, retention, and identifying new revenue streams through additional product offerings
• Work cross-functionally with a team of technical account managers and implementation specialists to ensure our customers are successful
• Become an industry expert within the FactoryOps space, and deeply understand the objectives of the factories we work with to deliver a strong ROI
• Define and optimize the Guidewheel customer journey by working with our internal team to define onboarding and ongoing support - including training, best practices for communication, and new release announcements
• Represent the voice of the customer to our internal and external stakeholders, while managing direct and regular customer communication across all channels
• Enable successful roll-out of Guidewheel to users across the factory as an essential business tool by leading both virtual and occasional in-person trainings
• Proactively identify expansion opportunities by understanding a customer’s business needs and offering a solution to help them be successful
• Support our sales team as they execute the commercial steps around contract renewals, expansions and upsells for customers
• Identify opportunities for customers to act as Guidewheel advocates through testimonials, case studies, webinars, etc

Preferred Qualifications

Have experience in or with manufacturing operation(s). This could be direct experience at a manufacturer (e.g., industrial engineer, continuous improvement, supervisor, etc.), certifications (six sigma/lean manufacturing, etc.) and/or related experience (e.g., consulting in operations, supply chain management, etc.)

Benefits

• Fair & equitable pay. Annual on-target earnings for this role are in the range of $XX-$XX, dependent on many factors and our internal compensation and role bands
• 100% remote culture. Work from wherever, whenever - we hired you to get a job done, and as long as that is happening, you have the autonomy to get it done where and when you feel comfortable
• Flexible PTO policy. We value balance and boundaries. To be the best version of you, you need time away from your screen, so we want you to take it
• Generous equity. Everyone at Guidewheel receives equity in the business. You will be working hard to build something great, and when we reach the finish line, you should be rewarded for your hard work
• Health Benefits. We offer different health benefits to cover your personal needs from day one of employment - you pick the plan that makes the most sense to you
• Additional Perks. Included but not limited to, 401k (match up to 4%), $500 home office set-up, parental leave, company laptop, retirement plan, paid company holidays, and some (if you choose) company travel to spend time with your Guidewheel peers