Customer Success Manager

Guidebook•Raleigh, NC

10h•$50,000 - $60,000

About The Position

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.

Requirements

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.

Responsibilities

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.
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.
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.