Enterprise Customer Success Manager

THE COMPANY: GUIDEWHEEL

Guidewheel is on a mission to empower all the world’s factories to reach sustainable peak performance. Inspired by the simple, universal truth that every machine on the factory floor has a power cord, our plug-and-play FactoryOps platform makes the power of the cloud accessible to any factory. Guidewheel clips onto any machine to turn its real-time “heartbeat” into a connected, actively learning system that empowers teams to reduce lost production time, increase throughput, and perform better and better over time.

At Guidewheel we work with the factories that are the backbone of our economy, and you can have a real, on-the-ground impact right away. We have strong momentum and alignment around our mission, investor support, and a culture that values diversity, a growth mindset, and results. And the tight link between our mission and our business model means that reaching more of the world’s 10 million factories accelerates our positive impact on the planet.

ROLE AND RESPONSIBILITIES

Guidewheel is entering an exciting phase of growth, and Customer Success is vital to our long-term mission and vision. We will not be successful unless our customers are receiving massive value from the Guidewheel platform.  The Enterprise Customer Success Manager (CSM) will play a critical role in launching and supporting customers in North America to drive usage and value from Guidewheel. We are rapidly adding Fortune 500 customers to the Guidewheel family, and you will get the chance to work with instantly recognizable brands, as well as global manufacturers that produce some of the most widely-used products.  The role reports to the Head of Customer Experience.

This role requires exceptional customer-facing communication through remote technology (we support our customers remotely for the most part), the curiosity to quickly understand a customer’s business, the ability to think and communicate strategically, and comfort with explaining technology products to all types of users. 

What you’ll do: 

• Guide customers to value
• Own the customer relationship and success. For 20+ enterprise Guidewheel customers in North America, you are the owner who will drive success through initial onboarding, value creation, solution adoption, influencing the Guidewheel product roadmap, retention, and overall account strategy. You will work cross-functionally with a team of technical account managers and implementation specialists to ensure our customers are successful, and at the end of the day responsibility for the customer’s success is yours. 
• Deeply understand the objectives of the enterprises we work with and be a trusted right-hand advisor to the executives driving, and the teams using, Guidewheel.
• Work with the Guidewheel team and customers to repeatedly define, drive, and demonstrate the value (ROI) delivered by the Guidewheel platform.
• Define and optimize the customer journey
• Work with the team to define exactly what onboarding + ongoing support from Guidewheel should look like including training, best communication touch points and new release updates.  Adopt the plan to the skills, capabilities and culture of each enterprise customer, where needed.
• Represent the voice of the customer to inform our sales & support process and product roadmap.  Enterprise customers can often influence the Guidewheel roadmap more heavily.
• Manage direct + regular customer communication across users.
• Own customer experience, renewals, retention and drive expansion
• Enable successful roll-out of Guidewheel to users across the enterprise as an essential business tool, leading trainings both virtually and (occasionally) in person.
• Define an account plan for each customer, that addresses how we make the customer successful, addresses key challenges, and attaches timelines to how we will meet joint goals and KPIs.
• Together with a Guidewheel Account Manager (AM), proactively identify expansion opportunities by understanding a customer’s business needs and helping them succeed.  Support the AM as they execute the commercial processes around conversion, expansions and renewals.
• Identify key customers to act as Guidewheel advocates and participate in the Guidewheel Champions program (e.g., community, mentorship, testimonials, case studies, webinars, etc).
• Set clear expectations and provide support to ensure a positive experience for customers at every level.

PROFESSIONAL QUALIFICATIONS

• Direct SaaS Customer Success experience, with world-class results guiding customers to operationalize technology and quantify results. 
• Excellent interpersonal, analytical, communication, and storytelling skills, with the ability to work with all stakeholders within the enterprises that we serve. This could include senior executives, operations leaders, plant managers, continuous improvement professionals, engineers, and maintenance teammates.
• Extensive experience personally managing high-level customers, including executive presence and effectiveness interacting solo with C-level audiences.
• The ideal candidate will have direct experience within a startup, building many aspects of a successful startup “Customer Success engine,” including ideal customer profiles and buyer personas, implementation, customer onboarding, training, customer retention, team recruiting, learning and development, CRM and reporting systems, expansion pipeline and reports, and scalable processes.
• The ideal candidate will also have experience in or with manufacturing operation(s). This could be direct experience at a manufacturer (e.g., industrial engineer, continuous improvement, supervisor, etc.), certifications (Six Sigma/lean manufacturing, etc.), and/or related experience (e.g., consulting in operations, supply chain management, etc.).  Knowledge of our customers’ key issues, processes, and key metrics will build credibility and accelerate their success.
• Thoughtful *and* fast. Understands that speed is a competitive advantage and always strives to hit their goals 10x faster than expected.
• Results-driven with a bias for action and commitment to excellence. Self-directed, roll up the sleeves, and engages in all activities with a sense of urgency. Gets it done on time, every time. Extremely organized with excellent attention to detail.
• Thrives in a fast-paced environment of constant change. Manages numerous time-sensitive priorities simultaneously and rigorously. Positive, resilient, and constantly seeking candid feedback to improve. Listens to and considers alternatives. Makes decisions.
• Customer-obsessed and constantly upleveling. Always seeking to learn more about and care better for our customers. Constantly pushing for the root cause and true “job to be done” to improve the product in ways that drive customer results. Easily moving between details—when they matter—while also upleveling the conversation to connect to strategic business priorities and help us find the most elegant solution.
• Curious, and an excellent question-asker who engages others and gets to the root cause, regardless of the topic at hand.
• Routinely improves processes and tools, to enable the entire team to benefit and get better.
• Entrepreneurial and driven - wants to be part of a fast-growing SaaS company, set high standards, and deliver world-class results, demonstrating flexibility and adaptability as needed in a startup environment. Evidence of extreme drive, looking for a challenge, and committed to winning as a team.
• A team builder, team player, and leader who creates loyalty, trust, and following. Collaborative attitude and desire to contribute outside primary areas of responsibility. Inspires others and is highly respected.

WHAT'S IN IT FOR YOU?

• Grow with a team that believes developing talent is important, and is building that as a core strength of the company from day one.  Be rewarded for excellent work.
• Be a leader in the organization, leading the way for future hires and mentoring junior team members as they join.
• Have influence and impact on the full customer journey.
• Work with a team of world-class talent.
• Help manufacturing customers of all sizes succeed, being at the ground level when the “light comes on” for them.

THE LOCATION

Anywhere! Guidewheel is a distributed team and our expectation is to remain 100% remote-first for the foreseeable future. For this role, you’ll be working with a team largely on North American time zones, with some talent outside of North America. This role may include travel, when needed to support our customers onsite.