SMB Customer Success Manager

About Guidde

Guidde is a dynamic startup at the forefront of the #KnowledgeOnDemand transformation. Founded by seasoned entrepreneurs, our platform bridges crucial gaps in delivering accessible, on-demand knowledge to users worldwide. At Guidde, we utilize advanced AI technologies, including NLP and Computer Vision, to pioneer generative video solutions. Our platform enables any organization to create high-quality how-to videos in seconds, making knowledge creation and sharing a no-brainer task.

With over 4,500 paying organizations seeing 20%+ reduction in support tickets and 70% time savings in content creation, we're rapidly scaling our operations and looking for talented individuals eager to transform how knowledge is consumed and shared.

The Ideal "Guidder" is like the videos we create- 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 customer-obsessed, love building meaningful relationships that drive real business impact, thrive in fast-paced environments where you can make customers successful while growing their accounts, and get energized by helping diverse organizations unlock the full potential of innovative technology, then your place is with us!

How will your day-to-day look?

• 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
  
  

• 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
  
  

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

• 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 - salary range of $95,000 - $120,000 OTE