SMB Customer Success Manager

About Guidde

Guidde is an AI digital adoption platform that serves as the creation and consumption hub for modern organizations. Founded in 2020 by seasoned entrepreneurs, we use generative AI to transform workflows into rich, multi-format documentation in minutes. Our platform helps teams scale knowledge across employees, customers, and even AI systems, turning everyday processes into instant, in-app video guiddes that live where work actually happens.

More than 4,500 organizations worldwide, from fast-growing startups to Fortune 500 enterprises, rely on Guidde to reduce support load, accelerate onboarding, and make knowledge accessible on demand. We’re building the future of how knowledge is created, shared, and experienced.

The Ideal "Guidder" is like our platform - 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, energized by building meaningful relationships at scale, and excited about helping diverse organizations succeed while protecting and growing revenue, then your place is with us! We’re looking for our first Customer Success Manager, Digital Engagement - a foundational hire who will help define how scaled Customer Success operates at Guidde.

How will your day-to-day look?

• Own adoption and renewals at scale - Drive value realization, engagement, and renewal outcomes across a large pooled customer portfolio
• Run proactive renewal management - Identify risks early, reinforce value, and partner with Sales on expansion or complex renewals
• Lead multi-channel engagement programs - Design and run webinars, enablement sessions, office hours, and targeted 1:few Zoom sessions
• Use 1:1 engagement strategically - Jump into focused calls when risk, context, or opportunity requires a human touch
• Build scalable CS playbooks - Define when to automate vs. lead manually, and document repeatable success programs
• Surface insights cross-functionally - Share data-backed signals on friction, risk, and growth with Product, Support, and Sales

What will you need to have?

• Customer Success experience - 2+ years in CS or a closely related customer-facing role
• High-volume portfolio ownership - Experience managing adoption and engagement for 100+ customers
• Renewal accountability - Proven ownership of renewal outcomes and revenue protection
• Live customer facilitation skills - Experience running webinars, trainings, or office hours
• Strong judgment at scale - Ability to manage many customers without losing signal quality
• Builder mindset - Comfort designing programs, documenting processes, and operating as an early hire

Bonus points if you have:

• SaaS experience in a mid-market or scaling environment
• Familiarity with HubSpot, Intercom, or Mixpanel.
• Background in video documentation, knowledge management, or enablement platforms

Your journey with Guidde

• Leave Your Mark: Build the digital CS foundation that protects revenue and drives customer value at scale
• Work Your Way (Hybrid/Remote): Enjoy a flexible work arrangement
• Innovate Together: Partner with Product, Sales, and Support to shape how customers succeed
• Fuel Your Growth: Grow your scope and impact as the CS organization scales
• Your Value Matters: Receive a competitive compensation and benefits package

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed here, we still encourage you to apply. If you're a builder at heart and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.