Mid-Market Customer Success Manager

Guidewheel; San Francisco (CA); Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a dynamic Mid-Market Customer Success Manager to empower manufacturers through innovative technology. In this role, you will launch and support clients, ensuring they derive maximum value from the platform. You will be a key player in driving customer success, working cross-functionally to enhance the customer journey and representing the voice of the customer. This position offers the opportunity to grow with a passionate team in a fully remote environment, where your contributions will directly impact manufacturing operations and sustainability efforts. If you thrive in a fast-paced setting and are customer-obsessed, this role is perfect for you.

Benefits

Flexible PTO policy

Generous equity

Health Benefits

100% remote culture

Fair & equitable pay

Additional Perks

Qualifications

• Proven SaaS Customer Success experience with a focus on high-level clients.
• Strong communication and analytical skills to drive customer value.

Responsibilities

• Launch and support customers to drive usage and value from Guidewheel.
• Own a book of 40-60 clients and drive product adoption and retention.

Skills

Customer Success Management

Interpersonal Skills

Analytical Skills

Communication Skills

Storytelling Skills

Team Leadership

Customer Obsession

Adaptability

Job description

Join to apply for the Mid-Market Customer Success Manager role at Guidewheel.

Who we are:
Guidewheel is on a mission to empower all the world's factories to reach sustainable peak performance. We live in a world where you can check the weather of any city or the score of any football game from your phone—so why can't we get that same instant, automated, and smart visibility into the factory floor?

Guidewheel has found a way to illuminate those blind spots at scale by starting with a simple truth: every machine–regardless of make, model, or age–uses power. We first clip a sensor around the power draw of any machine (like a FitBit for Factories) to read the machine's electrical "heartbeat," and then can layer on additional functionality to empower manufacturers to improve productivity of their existing plants and machines by up to 2X—while simultaneously reducing energy cost and emissions by 15-20%.

Founded out of Stanford and backed by top investors including Greycroft, Breakthrough Energy Ventures, and BlackRock and Temasek's Decarbonization Partners fund, Guidewheel is scaling fast, already successful with 300+ manufacturers including Johnson & Johnson, General Motors, and Coca-Cola FEMSA, and recognized by the World Economic Forum as one of the top companies globally poised to change business and society. We have strong momentum and alignment around our mission, investor support, and a culture that values diversity, a growth mindset, and results.

What we value:

• Integrity matters: We are honest, straightforward and sincere.
• We (actually) care: About each other and about making a real impact.
• We use data to make decisions: We possess the courage to accept "hard truths" and confront challenges head-on.
• The power of growth mindset is real: We strive to be the best we can be.
• Results-driven with a bias for action. We are thoughtful and fast.
• Adaptable and resilient: Guidewheelers have grit.
• Extreme teamwork.

What you'll do:

As a Customer Success Manager at Guidewheel, you will be primarily responsible for:

• Launching and supporting customers in North America to drive usage and value from Guidewheel.
• Exceptional customer-facing communication in a remote environment.
• Owning a book of 40-60 clients located in North America.
• Driving value through initial onboarding, product adoption, and retention.
• Working cross functionally with a team of technical account managers and implementation specialists.
• Becoming an industry expert within the FactoryOps space.
• Defining and optimizing the Guidewheel customer journey.
• Representing the voice of the customer to our internal and external stakeholders.
• Enabling successful roll-out of Guidewheel to users across the factory.
• Proactively identify expansion opportunities.
• Supporting our sales team with contract renewals, expansions, and upsells.

Who we want:

The ideal next Customer Success Manager will have a proven winning record of over-achieving in the following skills and experiences:

• Direct SaaS Customer Success experience.
• Excellent interpersonal, analytical, communication, and storytelling skills.
• Extensive experience managing high-level customers.
• Direct experience within a startup.
• Strong understanding that speed is a competitive advantage.
• Results-driven with a bias for action.
• Thrives in a fast-paced environment of constant change.
• Totally customer obsessed.
• Insanely curious and an excellent question-asker.
• Being a team builder and leader.

Some Nice to Haves:

• Experience in or with manufacturing operation(s).

What's in it for you?

• Grow with a team that believes developing talent is important.
• Help influence and iterate on the full Guidewheel customer journey.
• Be a leader on our growing team of CSM's.
• Help manufacturing customers succeed.

Additional benefits include:

• Fair & equitable pay.
• 100% remote culture.
• Flexible PTO policy.
• Generous equity.
• Health Benefits.
• Additional Perks.

Guidewheel is an equal opportunity employer that is committed to diversity and inclusion in the workplace.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Technology, Information and Internet