Building Enterprise Leaders

Customer Success Manager at GuideSpark
Redwood City, CA, US

The Customer Success Team at GuideSpark works with leading employers to help reach and engage their employees. We are looking for a passionate, entrepreneurial, and self-motivated Customer Success Manager with demonstrated and successful customer onboarding, customer success, and building strong customer relationships for customer advocacy. The ideal candidate has a strategic focus, demonstrated experience with renewals and opening doors for upsells, and is capable of thriving in a dynamic, fast-paced work environment.

Responsibilities

  • Take ownership of key customer accounts in order to establish yourself as both an employee communications/engagement expert and a trusted partner to our valued customers.
  • Understand and align to your customers’ business goals and objectives, ultimately driving Adoption and ROI.
  • Achieve Retention, Growth, and Customer Satisfaction goals of your accounts through best in class relationship management and customer service.
  • Closely manage and nurture accounts to identify and eliminate risk of attrition.
  • Ensure on-time delivery of our content + platform solution through effective, pro-active planning and communication.
  • Collaborate and communicate cross-functionally with internal team to ensure customer issues and opportunities are addressed in a timely manner.
  • Influence product roadmap by looking for customer trends and sharing feedback with Product, Solutions, and Marketing teams.
  • Meet deadlines independently, balance multiple projects, and proactively communicate delivery and mitigate issues.

Requirements  

  • Bachelor's Degree or equivalent experience.
  • 3-4+ years of work experience, including 2+ years of related experience in a Customer/Account Management, or Employee Engagement/Communications role.
  • Strong customer presence with Executive-level audiences: ability influencing and supporting their customer needs while demonstrating diplomacy, tact and grace under pressure.
  • Passionate and pro-active: a driven, self-starter who can work independently and as part of a team.
  • Outstanding verbal and written communications skills.
  • Superior organizational and time management skills; excellent attention to detail.
  • Ability to be flexible and adapt quickly in a fast-paced, start-up environment.
  • Proven track record of professionalism in a dynamic work environment.
  • Team player with strong collaborative skills – you've worked successfully in a busy team before.
  • Desire to do all of the above while developing professionally and being part of team that likes to have fun while working hard together.

GuideSpark is an E-Verify and Equal Opportunity Employer