Customer Success Manager

ABOUT GUIDEBOOK:

Guidebook is a simple yet powerful event management software that lets you promote your event, manage registration and create an app in four easy steps with no technical skills required.

Thousands of organizations across the globe use Guidebook to create mobile applications for events, university campus open houses, venue guides, onboarding for associations, corporate training, and so much more. These apps help people stay organized, connect with their peers, and access more information - but it doesn’t stop there.

Our mission is to support the people who bring people together - event organizers. Events have never felt more important in building connections and helping shape and change minds in today’s fractured world. We are a driven team on a mission to elevate event experiences for everyone – and believe we can accomplish that while highly valuing balance, togetherness, and fun!

ABOUT THE JOB:

As a CSM, you are a support-centric leader and a strategic revenue driver. You will manage a broad spectrum of accounts, ensuring seamless onboarding and identifying growth opportunities. Crucially, your compensation plan is based on the Net Revenue Retention (NRR) of your accounts. You aren't just managing relationships; you are managing a portfolio where your speed, accuracy, and consultative approach directly impact the top line.

While your Sales team partners will manage the communications and transactions for renewals and upsells, you are the engine that identifies those opportunities, flags account risks, and consultatively demonstrates how Guidebook can solve larger business problems. You will be the resident Guidebook expert—one who thoroughly understands our CMS and applies that knowledge to ensure customers achieve a positive ROI.

This role requires a master of the "juggle." You will move quickly across multiple platforms and work cross-collaboratively with Marketing, Sales, and Support to identify salient trends and spread Guidebook’s reach. We are looking for a self-starter who takes immense pride in seeing their accounts grow and enjoys seeing their hard work reflected directly in the company’s success.

WITHIN 3 MONTHS, YOU’LL:

• Achieve a working knowledge of our Builder CMS, Salesforce, and our onboarding workflows.
• Collaborate with clients to build high-quality app content and aid in app submission to the Apple and Google Play stores.
• Analyze initial usage metrics to evaluate product adoption and help customers see early value.
• Begin to support the renewal business on a quarterly basis and develop an understanding of our subscription model.

WITHIN 6 MONTHS, YOU’LL:

• Become an expert of our Builder CMS and a go-to resource for technical and strategic questions.
• Analyze customer feedback to create standards for continuous process optimization.
• Work closely with the Account Management team, through Salesforce, Slack, and Jira, to share best practices and ensure clients are maximizing their spend and subscriptions.
• Collaborate with Product to translate client needs into product improvement requests, and Marketing to bring more folks into the Guidebook network.

WITHIN 12 MONTHS, YOU’LL:

• Identify and implement process improvements that allow you to manage a high volume of tasks with even greater efficiency.
• Refine your priorities to focus energy towards the accounts with the highest growth potential. As a shareholder, we want you to take great satisfaction in impacting revenue and company value.
• Work closely with cross-functional teams to support high-profile client deployments and partnerships.
• Act as a mentor and collaborator, making the rest of the team better through your insights and "startup" drive.

OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:

• Exceptional time management: you can juggle a high volume of projects without dropping the ball.
• Thrive in a fast-paced environment and bring positivity to client and internal calls. You’re a team player.
• Ability to think on your feet and a desire to constantly improve the system.
• Strong communication skills: writing, speaking, listening, are a must.
• Attention to detail and strong organizational skills.
• Highly proficient with standard corporate productivity tools (email, MS Office, especially Excel)
• Experience developing strategies on assigned accounts to fully leverage technology solutions.
• Confidence to perform informative and compelling virtual demos and value-based client calls.

PERKS:

• 100% paid benefits: medical, dental, and vision.
• Short term and long term disability insurance.
• Unlimited vacation time.
• 401k program with matching benefit.
• Stock options.
• Awesome company culture and fun virtual hangouts.
• MacBook and accessories to make you comfortable working from home.
• Awesome annual company retreats.

EQUAL OPPORTUNITY EMPLOYER:

At Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We're working on increasing diversity across the company. If you're looking to join a team that is smart, highly motivated, and also values work/life balance, we can't wait to hear how you can add to our growing culture!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. If you want to help our team do amazing things, then we want to hear from you! Please send us a cover letter and resume.

COMPENSATION:

The annual OTE (on-target earnings) range for this role, depending on relevant experience, is $50,000-60,000 (this includes a base salary and an annual variable paid quarterly).