Customer Success Technical Specialist (CSM Track)

Guidebook•Raleigh, NC

1d•$50,000 - $60,000•Remote

About The Position

Guidebook is seeking two Customer Success Technical Specialists (CSM Track) to join its ambitious Customer Success team. This role is designed as a stepping stone, with an expected transition into a Customer Success Manager (CSM) role within 3 to 12 months. Initially, the specialist will focus on the technical support function, managing and improving the company's AI-first support stack, resolving customer tickets, and becoming an expert in Guidebook's Builder CMS. The goal is to make the AI support smarter, handle complex issues, and identify recurring patterns. After 3 months, one specialist will move into a CSM role managing top-tier customers, with the second following within 12 months. This position is ideal for individuals who are technically curious, enjoy problem-solving, and aspire to grow into a customer-facing strategic role within a fast-paced, small company. The role involves close collaboration with the Head of CS, CS Technical Lead, CSMs, sales, product, and engineering teams, playing a critical part in scaling the Customer Success function.

Requirements

1+ years of professional experience in SaaS support, customer success, or a similar customer-facing role.
Hands-on experience working tickets and talking to customers.
Strong written and verbal communication skills.
Comfortable working with a remote team across multiple time zones.
Detail-oriented, with a strong ability to track multiple conversations, customers, and priorities at once.
Comfortable with public-facing tasks (running a video call, hosting a customer training, walking someone through a platform).
Curious about AI tooling and willing to use it to work smarter.
Must be US-based, East Coast preferred.
Must be logged into a Google account to submit a video application.

Nice To Haves

Tooling experience is a plus, but not required, we will train.
Useful exposure includes Salesforce, Zendesk or Intercom, Slack, Jira, and any modern CMS.
Familiarity with the events industry, higher education, or association space is a bonus but not required.

Responsibilities

Own a queue of customer tickets, resolving issues, escalating thoughtfully, and writing clear, warm responses.
Manage and improve our AI support stack, reviewing its performance and feeding back improvements.
Become fluent in Guidebook's Builder CMS and the broader product suite.
Spot patterns in customer struggles and surface them to product, engineering, and CS.
Contribute to our knowledge base and internal documentation.
Coordinate with our CS Technical Lead on broader tech stack work.
Handle minor weekend support responsibilities for escalated tickets.
Build relationships with customers through ticket-based conversations in the first 3 months.
Take on a portfolio of customer accounts as you transition into the CSM role.
Run onboarding calls, customer check-ins, and renewals as a CSM.
Identify growth opportunities within accounts and work with sales partners.
Drive Net Revenue Retention on accounts as a CSM.
Act as a connector between customers, product, engineering, and CS.
Brief the team on emerging customer issues, product gaps, and patterns.
Partner with sales on renewal and upsell motions.
Mentor the next round of Specialists hired.
Keep raising the bar on support quality, response times, and AI accuracy.
Help shape the playbook for how this role evolves.
Contribute to a culture of honest feedback, fast iteration, and shared ownership.