Customer Success Manager

Guidde; New York (NY); On-site; USD 110,000 - 135,000; Full time

Benefits offered by this job

Equity

Professional development opportunities

Flexible work arrangements

Competitive benefits package

Job summary

Guidde is seeking a Customer Success Manager in New York City to lead onboarding and account management for Enterprise clients. You will be responsible for driving customer retention and expansion through strategic initiatives.

The ideal candidate has 2+ years in Customer Success within a SaaS environment, excellent communication skills, and experience with video creation. This role offers hybrid work flexibility, competitive compensation, and opportunities for professional growth.

Qualifications

• 2+ years of Customer Success experience managing Enterprise accounts in SaaS.
• Proven success in expanding and growing existing relationships.
• Experience with video creation and editing tools.
• Strong communication and relationship-building skills.
• Detail-oriented with a problem-solving approach.
• Self-starter able to drive results independently.

Responsibilities

• Lead Enterprise customer onboarding and adoption.
• Ensure contract renewals and minimize churn.
• Identify upsell opportunities within existing accounts.
• Develop tailored training programs for customers.
• Create ROI-focused business cases and expansion strategies.
• Monitor customer health and maintain proactive communication.

Skills

Customer Success experience

Account growth expertise

Video creation experience

Exceptional communication skills

Strategic mindset

Self-starter mentality

Tools

HubSpot

Intercom

Mixpanel

Job description

About Guidde

Guidde is an AI digital adoption platform that serves as the creation and consumption hub for modern organizations. Founded in 2020 by seasoned entrepreneurs, we use generative AI to transform workflows into rich, multi-format documentation in minutes. Our platform helps teams scale knowledge across employees, customers, and even AI systems, turning everyday processes into instant, in-app video guiddes that live where work actually happens.

More than 4,500 organizations worldwide, from fast-growing startups to Fortune 500 enterprises, rely on Guidde to reduce support load, accelerate onboarding, and make knowledge accessible on demand.

We’re building the future of how knowledge is created, shared, and experienced.

The Ideal "Guidder" is like our platform - clear, impactful, and focused on delivering value. We blend a startup environment with sports team principles - strategic in planning, collaborative in execution, and obsessed with customer wins. We value doers who listen more than they talk and who show up ready to play their best game. Ready to make your mark on our roster? Go Guidde!

If you are a customer champion who thrives on turning onboarding into long-term wins, knows how to grow an account like a playbook, and gets excited about helping teams work smarter through video and AI - you'll feel right at home here.

What will you do?

• Lead Enterprise customer onboarding - manage end-to-end implementation and adoption for high-value accounts
• Drive revenue retention and renewals - ensure contract renewals and maintain strong customer relationships to minimize churn
• Execute strategic account expansion - identify upsell opportunities and growth initiatives within existing accounts
• Develop and deliver training programs - create comprehensive programs tailored to customer needs and use cases
• Create compelling business cases - develop ROI-focused business reviews and expansion strategies
• Monitor and optimize customer health - track metrics and maintain proactive communication with key stakeholders

What will you need to have?

• 2+ years of Customer Success experience - proven track record in SaaS environment managing Enterprise accounts
• Account growth expertise - demonstrated success in expanding and growing existing customer relationships
• Video creation experience - hands‑on experience with video creation and editing tools
• Exceptional communication skills - strong presentation abilities and relationship‑building across all organizational levels
• Strategic mindset - problem‑solving approach with attention to detail and business impact focus
• Self‑starter mentality - ability to work independently, take initiative, and drive results

Bonus points if you have:

• Experience with HubSpot, Intercom, and Mixpanel
• Background with video documentation and knowledge management solutions
• Track record of driving customer adoption and reducing churn

Your journey with Guidde

• Leave Your Mark: Contribute meaningfully to our growth story and drive
• Enterprise success in the US market
• Work Your Way (Hybrid): Enjoy a flexible work arrangement based in New York City
• Innovate Together: Be part of a collaborative and forward‑thinking team revolutionizing knowledge sharing
• Fuel Your Growth: Access opportunities for professional development and advancement in customer success
• Your Value Matters: Receive a competitive compensation and benefits package
  • The salary range for this position is $110,000 - $135,000 OTE + equity and benefits.

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and are enthusiastic about making software toolmaking ubiquitous, we want to hear from you.