Growth Client Success Manager (Raleigh/East Coast Remote)

POSTED ON 1/22/2021 CLOSED ON 2/22/2021
Guidebook Hired Organization Address Raleigh, NC Remote Full Time

Job Posting for Growth Client Success Manager (Raleigh/East Coast Remote) at Guidebook

ABOUT GUIDEBOOK:

Guidebook is a simple yet powerful mobile application builder that lets you create an app in four easy steps, with no technical skills required. 

Thousands of organizations use Guidebook to create mobile applications for their conference, corporate meeting, university campus, or other custom event—but it doesn’t stop there. Our mission is to connect people with the places in which they spend their time. Forward-thinking professionals are using Guidebook’s simple app builder to make interactive mobile guides for their student orientations, college campus tours, venues and corporate campuses, airports, and any other place where there’s a lot going on.

Here at Guidebook we know the future is mobile—come and join us on our mission!

ABOUT THE JOB:

The Guidebook team is seeking a proven relationship-centric candidate to join as a Growth Client Success Manager (Growth CSM) to drive dollar for dollar renewals and upsell within our customer base, as well as to be a font of knowledge for the rest of the team. This individual will work with a broad spectrum of strategic accounts and SMBs to ensure a seamless renewal process and identify opportunities for customers to extend their relationship with Guidebook.  The Growth CSM will also partner closely with the Customer Support and Product teams to understand salient trends to better serve their own customers.

Our team values collaboration, and the Growth CSM will have the opportunity to help develop the renewals function by defining the role and responsibilities and shaping key processes. This position requires the ability to sell the value of Guidebook, foster meaningful relationships with customers, spot and pursue upsell opportunities, and negotiate and effectively manage a portfolio of customers to limit dollar for dollar and logo churn.


WITHIN 3 MONTHS, YOU’LL: 

  • Own the renewals and upsell process for a portfolio of customers in collaboration with the Customer Success and Sales teams.

  • Learn innovative ways to leverage the Guidebook platform to solve an array of important business issues for customers.

  • Close renewal business on a quarterly basis and develop and close new add-on sales, while meeting and exceeding your quota.

  • Analyze usage metrics to understand how the customer is using Guidebook, including evaluating product adoption.

  • Learn the inner workings of Salesforce reporting, so that you can take a keen eye towards customer buying trends.

WITHIN 6 MONTHS, YOU’LL: 

  • Develop a foolproof, and easily shared success plan to ensure organizational adoptions and expansion of our product.

  • Share best practices to ensure your clients are maximizing their subscription.

  • Work with product management to translate business needs to product requirements and craft new solutions for customers.

  • Begin working directly with your teammates to assess key team needs and work with your manager to bring those needs to life.

WITHIN 12 MONTHS, YOU’LL: 

  • Identify and implement process improvements to scale the role.

  • Refine your priorities to focus energy towards the accounts with the highest growth potential - we want you to run your portfolio like your own business, because as a shareholder, it is!

  • Work to make the rest of your team better because they should be making you better too!

OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:

  • 1+ years of a client facing role and/or sales experience from a high tech company, ideally with a focus on growing accounts.  (Customer support or client relationship management experience is a plus!)

  • Experience developing strategies on assigned accounts to fully leverage technology solutions.

  • Track record of leading projects from conception to closure, and experience leveraging internal resources to get things done.

  • Impeccable time management and prioritization abilities.

  • Experience with CRM and CS platforms.

  • Confidence to perform informative and compelling virtual demos and in-person meetings (once safe!).


PERKS: 

  • Full health benefits: medical, dental, and vision

  • Unlimited vacation time

  • Awesome company retreats (post-Covid!) and virtual hangouts

  • Make your workstation yours: we provide you with supplies to have an incredible work from home setup (and, once we’re back in office, the ability to customize your workstation)

  • Stock options

  • Fun group/team outings like movie nights, games, and BBQ’s (as soon as we can!)

If you want to help our team do amazing things, then we want to hear from you! Please send us a cover letter and resume.

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