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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 manufacturing facilities. By connecting to any machine, Guidewheel transforms its real-time data into a cohesive, learning system that empowers teams to minimize downtime, enhance productivity, and continuously improve operations.

At Guidewheel, we collaborate with the essential factories that support our economy, allowing you to make a tangible impact from day one. With robust momentum, investor backing, and a culture that champions diversity, growth, and results, we are poised to expand our reach to the world’s 10 million factories, amplifying our positive influence on the environment.

KEY RESPONSIBILITIES

As Guidewheel embarks on an exciting growth trajectory, the role of Customer Success is crucial to our overarching mission. The Customer Success Manager will be instrumental in onboarding and supporting clients across North America, ensuring they derive significant value from the Guidewheel platform.

This position demands exceptional communication skills in a remote setting, a swift understanding of client operations, and the ability to articulate technology solutions to diverse user groups.

Primary Duties:

  • Drive 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 new features. Collaborate with technical account managers and implementation specialists to guarantee customer success, with ultimate accountability resting with you.
    • Gain a deep understanding of the factories' goals and serve as a trusted advisor to the teams utilizing Guidewheel.
    • Collaborate with the Guidewheel team and clients to consistently define, communicate, and showcase the value (ROI) provided by the Guidewheel platform.
  • Enhance Customer Journey:
    • Work with the team to outline the ideal onboarding and ongoing support processes, including training, effective communication strategies, and updates on new releases.
    • Act as the voice of the customer to shape our sales, support processes, and product development roadmap.
    • Manage regular communication with users to ensure satisfaction and engagement.
  • Oversee Customer Experience, Renewals, and Upsells:
    • Facilitate the successful implementation of Guidewheel as a vital tool within the factory, leading both virtual and in-person training sessions.
    • Take charge of contract renewals, growth, and upselling opportunities by understanding client needs and fostering their success.
    • Identify chances for clients to become advocates for Guidewheel through testimonials and case studies.
    • Set clear expectations and provide ongoing support to ensure a positive experience for all customers.

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 various stakeholders within the factories we serve, including operations leaders, factory managers, engineers, and maintenance personnel.
  • Significant experience managing high-profile clients, with the ability to interact effectively with C-level executives.
  • The ideal candidate will have a background in a startup environment, contributing to the development of a successful Customer Success framework, including customer profiles, onboarding, training, retention strategies, team development, and scalable processes.

PERSONAL ATTRIBUTES

  • Quick and thoughtful, recognizing that speed is a competitive edge and striving to exceed goals efficiently.
  • Results-oriented with a proactive approach and a commitment to excellence. Highly organized with meticulous attention to detail.
  • Thrives in a dynamic environment, adept at managing multiple priorities simultaneously. Resilient and open to feedback for continuous improvement.
  • Customer-focused and always seeking to enhance the customer experience. Balances attention to detail with strategic thinking to address business priorities.
  • Entrepreneurial spirit, eager 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:

  • Opportunities for personal and professional growth within a team that prioritizes talent development.
  • Leadership roles that influence future hires and mentor new team members.
  • A chance to impact 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.