Customer Success Manager

Customer Success ManagerNew York, NY, USAbout GuiddeGuidde is an AI digital adoption platform that serves as the creation and consumption hub for modern organizations. Founded in 2020 by seasoned entrepreneurs, we use generative AI to transform workflows into rich, multi-format documentation in minutes. Our platform helps teams scale knowledge across employees, customers, and even AI systems, turning everyday processes into instant, in-app video guiddes that live where work actually happens.More than 4,500 organizations worldwide, from fast-growing startups to Fortune 500 enterprises, rely on Guidde to reduce support load, accelerate onboarding, and make knowledge accessible on demand.We're building the future of how knowledge is created, shared, and experienced.The Ideal "Guidder" is like our platform - clear, impactful, and focused on delivering value. We blend a startup environment with sports team principles - strategic in planning, collaborative in execution, and obsessed with customer wins. We value doers who listen more than they talk and who show up ready to play their best game. Ready to make your mark on our roster? Go Guidde!If you are a customer champion who thrives on turning onboarding into long-term wins, knows how to grow an account like a playbook, and gets excited about helping teams work smarter through video and AI - you'll feel right at home here.What Will You Do?Lead Enterprise Customer Onboarding - manage end-to-end implementation and adoption for high-value accountsDrive Revenue Retention and Renewals - ensure contract renewals and maintain strong customer relationships to minimize churnExecute Strategic Account Expansion - identify upsell opportunities and growth initiatives within existing accountsDevelop and Deliver Training Programs - create comprehensive programs tailored to customer needs and use casesCreate Compelling Business Cases - develop ROI-focused business reviews and expansion strategiesMonitor and Optimize Customer Health - track metrics and maintain proactive communication with key stakeholdersWhat Will You Need To Have?2+ Years of Customer Success Experience - proven track record in SaaS environment managing Enterprise accountsAccount Growth Expertise - demonstrated success in expanding and growing existing customer relationshipsVideo Creation Experience - hands-on experience with video creation and editing toolsExceptional Communication Skills - strong presentation abilities and relationship-building across all organizational levelsStrategic Mindset - problem-solving approach with attention to detail and business impact focusSelf-Starter Mentality - ability to work independently, take initiative, and drive resultsBonus Points If You Have:Experience with HubSpot, Intercom, and MixpanelBackground with video documentation and knowledge management solutionsTrack record of driving customer adoption and reducing churnYour Journey With GuiddeLeave Your Mark: Contribute meaningfully to our growth story and driveEnterprise success in the US marketWork Your Way (Hybrid): Enjoy a flexible work arrangement based in New York CityInnovate Together: Be part of a collaborative and forward-thinking team revolutionizing knowledge sharingFuel Your Growth: Access opportunities for professional development and advancement in customer successYour Value Matters: Receive a competitive compensation and benefits packageThe salary range for this position is $110,000 - $135,000 OTE + equity and benefits.We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and are enthusiastic about making software toolmaking ubiquitous, we want to hear from you.