Customer Success Manager

Posted 2024-10-16

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💎 Seniority level: Direct SaaS Customer Success experience

📍 Location: USA, North American time zones

🔍 Industry: SaaS, Factory Operations, Technology

🏢 Company: Guidewheel

🗣️ Languages: English

⏳ Experience: Direct SaaS Customer Success experience

🪄 Skills: LeadershipCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCollaboration

Requirements:

Direct SaaS Customer Success experience with results guiding customers to operationalize technology.
Excellent interpersonal, analytical, and communication skills to work with all stakeholders.
Experience managing high-level customers and engaging with C-level audiences.
Experience in a startup setting building aspects of a successful Customer Success engine.
Skills in implementation, onboarding, training, and customer retention processes.

Responsibilities:

Guide customers to value.
Own the customer relationship and success for 15-40 Guidewheel customers in the USA, driving success through onboarding, product adoption, retention, and identifying value-add features.
Work cross-functionally with technical account managers and implementation specialists to ensure customer success.
Deeply understand the objectives of the factories and be a trusted advisor.
Work with the team and customers to define, drive, and demonstrate the value delivered by the Guidewheel platform.
Define onboarding and ongoing support processes including training and communication.
Represent the voice of the customer in sales, support, and product development.
Manage direct and regular communication with customers.
Enable successful roll-out of Guidewheel in factories.
Own contract renewals and upsells while identifying growth opportunities.
Set clear expectations to ensure positive customer experiences.

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Customer Success Manager

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