Customer Success Manager

Why Become the Next GUIDE? 

GUIDEcx is a client onboarding and project management platform focused on helping internal and external parties work better together, primarily during post-sale new client implementations. 

• Invite everyone to the project—internal resources, customer teams, and third-party vendors 
• Guide each step and stay on track with automated tasks, reminders, and updates. 
• Engage teams by enabling them to interact with the project in the way they prefer. They can complete tasks, view status, send updates, make notes, and more—through the portal, email, or mobile app. 

GUIDEcx helps you deliver projects faster with fewer issues and accelerates time to value for your customers. 

Job Brief:

GUIDEcx is looking for a Customer Success Manager to join our team. The primary duty will be to work with our mid-market customers to analyze, plan, develop, and maintain programs related to the use of GUIDEcx with their organizations. You’ll do this through regular cadences, business reviews, and working with your customers to discover opportunities to create value. 

This role will work closely with our Professional Services team to deliver results and alongside our Account Executives in finding areas for growth. We expect our team members to assist in driving adoption of the platform, revenue growth, and retention through technology and account management strategies at scale. 

The ideal candidate has 2-4 years of experience in sales development, scale customer success, or account management working with 150 customers. Experience in sales, project management, or related skills are a benefit.

Responsibilities: 

• Oversee 75-150 accounts – you’ll be the primary contact and responsible for value recognition and retention. 
• Collaborate cross-functionally – work closely with the sales, marketing, product, and finance teams to achieve strategic outcomes while keeping clients satisfied and engaged with products and services.
• Ensure and forecast timely renewals - along with negotiating contracts and agreements to maximize profits.
• Monitor and mitigate retention risk - Facilitate the timely and successful delivery of solutions according to customer needs and objectives.

Requirements: 

• 2-4 years experience in customer success or account management
• Strong verbal and written communication skills
• Excellent listening, negotiation, and presentation abilities
• Demonstrable curiosity
• Familiarity with Salesforce, Slack, and Google Suite
• Proven ability to juggle many accounts at a time while maintaining sharp attention to detail
• Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
• Some travel required for this role
• This role is onsite in Lehi, Utah

What You’ll Love About Us: 

• Potential: We care about your career path and provide opportunities necessary for continual improvement. Being a growing start-up, you get to wear multiple hats and learn through a rapid growth process.  
• Competitive Pay: We use real-time market data to ensure you are rewarded for your extraordinary efforts. 
• Work Flexibility: We work hard and play hard. Nobody likes a 9-5, so we provide an unlimited PTO (Flex Time Off) policy for all full-time employees who can demonstrate trust within their respective responsibilities. 
• Core Benefits: You shouldn’t have to worry about your health, that is why we provide Medical, Dental, and Vision insurance, as well as an Employee Assistance Program. Short- and Long-term disability is also available. 
• Retirement: Don’t want to work forever? Neither do we! We provide a generous Safe Harbor 401(k) Match and an HSA (Health Savings Account) Contribution. 
• Culture: We believe that for success, we need to work in a culture of trust and wisdom, while providing the human touch. We only hire genuine humans and do our part to provide a safe and energizing employment experience!  
• Food: Who doesn’t love a fully stocked break room? We provide healthy snacks, drinks, team lunches, and cross-departmental “munch and mingle” events! 
• Amenities: Do you love the fresh air of the mountains? So do we! That’s why we chose an office in the heart of Silicon Slopes, overlooking the beautiful Wasatch Mountain Range. Do you enjoy biking, but don’t have the time? Reserve an e-bike as part of your next meeting as you ride alongside your colleague on the adjacent Murdock Canal Trail, Lehi Rail Trail, or Jordan River Trail. Not an outdoors fan, but still want to work out? We have an onsite gym with a locker room and showers. Not one that enjoys sweating? Sweet, we have gaming consoles, cornhole, and break room ready for your use! 

 Hiring Policy: 

GUIDEcx is an equal-opportunity employer. All applicants will be considered for employment without attention to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws (referred to as “protected characteristics”). All Candidates must pass a background check upon employment. Candidates must be authorized to work in the U.S