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 4000 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, 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.