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Client Success Strategist

2 months ago

San Francisco, California, United States Guidewheel Full time
Job Overview

ABOUT THE ORGANIZATION

Guidewheel is dedicated to enabling factories worldwide to achieve sustainable peak performance. Our innovative FactoryOps platform simplifies access to cloud technology for any manufacturing facility. By connecting to machines, we transform their real-time data into a responsive, intelligent system that helps teams minimize downtime, enhance productivity, and continuously improve operations.

At Guidewheel, we collaborate with the essential factories that drive our economy, allowing you to make a tangible impact from day one. We enjoy robust support from investors and foster a culture that prioritizes diversity, a growth mindset, and measurable outcomes. Our mission aligns closely with our business model, and expanding our reach to the globe's 10 million factories amplifies our positive environmental impact.

KEY RESPONSIBILITIES

As Guidewheel enters a dynamic growth phase, the role of Customer Success is crucial to our overarching mission. Our success hinges on ensuring that customers derive significant value from the Guidewheel platform. The Customer Success Manager will be instrumental in onboarding and supporting clients across North America, driving engagement and value realization.

Your responsibilities will include:

  • Facilitating Customer Value:
    • Manage the customer relationship for 15-40 Guidewheel clients in the USA, overseeing their success through onboarding, product utilization, retention, and the introduction of beneficial new features. Collaborate with technical account managers and implementation specialists to ensure client success, while ultimately being accountable for their satisfaction.
    • Gain a deep understanding of our clients' objectives and serve as a trusted advisor to their teams utilizing Guidewheel.
    • Collaborate with both the Guidewheel team and clients to consistently define, communicate, and showcase the value (ROI) generated by the Guidewheel platform.
  • Enhancing the Customer Journey:
    • Work with the team to outline the ideal onboarding and ongoing support processes, including training, communication strategies, and updates on new releases.
    • Act as the voice of the customer to influence our sales, support processes, and product development roadmap.
    • Maintain regular communication with users to ensure their needs are met.
  • Managing Customer Experience, Renewals, and Upsells:
    • Lead the effective deployment of Guidewheel across factory users, conducting training sessions both virtually and in-person.
    • Oversee contract renewals, growth, and upselling opportunities by understanding client needs and ensuring their success.
    • Identify opportunities for clients to become advocates for Guidewheel through testimonials and case studies.
    • Set clear expectations and provide support to guarantee a positive experience for customers at all levels.

PROFESSIONAL REQUIREMENTS

  • Proven experience in SaaS Customer Success, demonstrating exceptional results in helping clients operationalize technology and measure outcomes.
  • Strong interpersonal, analytical, and communication skills, capable of engaging with all stakeholders within the factories we serve, including operations leaders, factory managers, engineers, and maintenance personnel.
  • Extensive experience managing high-profile clients, showcasing executive presence and effectiveness in interactions with C-level executives.
  • The ideal candidate will have experience in a startup environment, contributing to the development of a successful Customer Success framework, including customer profiles, implementation, onboarding, retention strategies, team development, and scalable processes.

PERSONAL ATTRIBUTES

  • Quick and thoughtful, recognizing that speed is a competitive edge and consistently striving to exceed goals.
  • Results-oriented with a strong commitment to excellence. Self-motivated, proactive, and engaged in all tasks with urgency and attention to detail.
  • Thrives in a fast-paced, ever-changing environment, adept at managing multiple priorities and remaining resilient while seeking constructive feedback for improvement.
  • Customer-focused and dedicated to continuous learning and improvement, always seeking to understand and better serve our clients.
  • Entrepreneurial spirit with a desire to contribute to a rapidly growing SaaS company, setting high standards and achieving outstanding results.
  • A collaborative leader who fosters loyalty and trust, inspiring others and contributing beyond primary responsibilities.

WHAT YOU CAN EXPECT:

  • Opportunity to grow within a team that values talent development as a core strength.
  • Leadership role within the organization, guiding future hires and mentoring new team members.
  • Influence and impact on the entire customer journey.
  • Collaboration with a team of exceptional talent.

WORKING ENVIRONMENT

Guidewheel operates as a fully remote team, and this role will involve collaboration with colleagues across North American time zones.