Enterprise Customer Success Manager

4 days ago

San Francisco, California, United States Guidewheel Full time
About Guidewheel

Guidewheel is a pioneering company that empowers factories to reach sustainable peak performance. Our mission is to make the power of the cloud accessible to any factory, leveraging our plug-and-play FactoryOps platform. This innovative solution turns real-time machine data into a connected, actively learning system that enables teams to reduce lost production time, increase throughput, and perform better over time.

Role and Responsibilities

The Enterprise Customer Success Manager will play a critical role in launching and supporting customers in North America to drive usage and value from Guidewheel. This includes:

  • Guiding customers to value through initial onboarding, value creation, solution adoption, and influencing the Guidewheel product roadmap.
  • Deeply understanding the objectives of the enterprises we work with and serving as a trusted right-hand advisor to executives and teams.
  • Working with the Guidewheel team and customers to define, drive, and demonstrate the value delivered by the Guidewheel platform.
  • Representing the voice of the customer to inform our sales and support processes and product roadmap.
  • Managing direct and regular customer communication across users.
  • Enabling successful rollout of Guidewheel to users across the enterprise as an essential business tool.
  • Defining an account plan for each customer, addressing how we make the customer successful, key challenges, and timelines to meet joint goals and KPIs.
Professional Qualifications

The ideal candidate will have:

  • Direct SaaS Customer Success experience with world-class results guiding customers to operationalize technology and quantify results.
  • Excellent interpersonal, analytical, communication, and storytelling skills, with the ability to work with all stakeholders within the enterprises we serve.
  • Extensive experience personally managing high-level customers, including executive presence and effectiveness interacting solo with C-level audiences.
  • Experience in or with manufacturing operations, including direct experience at a manufacturer, certifications (Six Sigma/lean manufacturing, etc.), and/or related experience (e.g., consulting in operations, supply chain management, etc.).
  • Thoughtful and fast, with a bias for action and commitment to excellence.
  • Results-driven, self-directed, and able to engage in all activities with a sense of urgency.
  • Customer-obsessed and constantly upleveling, with a focus on learning more about and caring better for our customers.
  • Curious and an excellent question-asker, with the ability to engage others and get to the root cause of issues.
  • Entrepreneurial and driven, with a desire to be part of a fast-growing SaaS company and deliver world-class results.
What's in it for you?

As a member of the Guidewheel team, you'll have the opportunity to:

  • Grow with a team that values developing talent and is building that as a core strength of the company from day one.
  • Be rewarded for excellent work and have influence and impact on the full customer journey.
  • Work with a team of world-class talent and help manufacturing customers of all sizes succeed.
The Location

Guidewheel is a distributed team, and we expect to remain 100% remote-first for the foreseeable future. This role may include travel to support our customers onsite, but most work will be done remotely within North American time zones.

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