Founding Customer Success Manager

The Mission
Guide’s mission is to help people find work they love. We envision a future where job candidates receive a personal concierge-like experience with each company they interview with, along with a transparent look at what life as an employee there is actually like.

Today, Guide is the “Scheduling Ops” platform that helps talent teams hire faster by freeing up their time from manual interview scheduling, logistics and recruiting coordination work. Guide streamlines the interview coordination process by leveraging automation to find the right interviewers and times, and delivering personalized information to each candidate throughout the interview process. This enables talent teams to rescue up to 30% of their time and hire faster, while delivering a hyper-personalized candidate experience at scale.

The Team
We're a team of experienced operators who love to infuse personality into our work. We believe in seeking truth over comfort, results over drama, team wins over individual wins, and operating with extreme transparency and heart. We believe life's too short for boring work.
We're founded by the team behind Resource.io, and as our second recruiting software startup together, everything we do at Guide is designed to be different (and fun).

The Role
Customers' success is the engine driving Guide's success. As Guide's first CSM, you'll have material autonomy and impact. You'll partner with Guide's most valued customers to help them successfully adopt our product and in turn, ensure they meet their business goals. This role is particularly suited for someone who's helped improve various customer success processes at an early stage startup and is excited about being the first person to take the CS baton from the two founders.

Key responsibilities will include:

• Your personal mission: bring real value to your customers
• You'll work closely with our co-founders to refine our existing customer success playbook and drive more value to Guide customers
• You’ll be the primary point of contact for all new customer onboarding and enablement
• You’ll run training sessions for both our admins and end-users to ensure they get maximum value out of Guide
• You’ll identify and enable collaboration between customers, engineering, sales to increase customer value.
• You’ll build systems to measure and improve customer satisfaction.
• You’ll learn the product inside and out to be a trusted advisor to our customers.
• You’ll drive adoption, retention and expansion for Guide’s existing customer base
• You’ll proactively identify customers who aren’t maximizing their usage and create action plans to reach success
• You’ll find repeatability in processes and build documentation to set up Guide for scale (but you’ll always validate by first building things that don’t scale)
• You’ll build enablement materials for customers to help drive them towards value
• You’ll surface trends and patterns across customers to drive product roadmap and best practices for customer success
• You’ll constantly capture and synthesize product feedback from our customers; make product recommendations based on this feedback
• You’ll help shape our future product
• You’ll build trusting, personal relationships with your customers

The Fit (you!)

• You have 5+ years of B2B SaaS customer success or account management experience, preferably in HR Tech.
• You have a successful track record as a CSM, you've progressed into a Senior CSM role and you're eager to take that next step in their career by helping form a customer success function from scratch alongside experienced founders.
• You have excellent communication skills, you're superb with customers and you have a nose for product.
• You have exceptional organization, project management and time management skills.
• You're a self-starter who can be scrappy and get things done with limited resources.
• You're energized by ambiguity and can create structure in fast-paced environment with few processes in place - you’re not afraid to ask for what you need.
• You have a genuine empathy for job seekers and recruiters, and you're a kind human who wants to help customers deliver meaningful experiences to their job candidates.

Sound like you? We’re not big on resumes. Instead, take five minutes (we mean it!) to answer the prompts below and share any additional links to work samples or web profiles if preferred:

PROMPTS! (Rapid responses, have fun with this =)

1. What motivates me:
2. How I maintain energy, recharge, and/or stay motivated:
3. What people often misunderstand about me:
4. How to best communicate with me:
5. What I don’t have patience for: