Customer Success Manager / Director - Remote

Overview

As a Customer Success Manager at Guideline, you will be at the forefront of ensuring our clients maximize the value of our solutions, driving customer adoption, engagement, and overall satisfaction.

In Short

• Own the end-to-end customer relationship, focusing on driving adoption and usage.
• Build and nurture strong, long-term relationships with customers.
• Manage the customer renewal process proactively.
• Drive customer satisfaction and retention through regular engagement.
• Develop tailored success plans for each customer.
• Track customer health metrics and usage patterns.
• Collaborate with sales, product, and support teams.
• Identify opportunities for product expansion within client organizations.
• Conduct consultations, demos, trainings, and QBRs.
• Monitor client usage and satisfaction continuously.

Requirements

• 5-8 years of experience in a customer-facing role, preferably in B2B SaaS.
• 2+ years of experience with Guideline Planning or MediaTools product suite.
• Strong consultative approach with a focus on understanding client goals.
• Exceptional relationship-building skills and emotional intelligence.
• Excellent written and verbal communication skills.
• Proficiency in Excel, PowerPoint, SharePoint; experience with Salesforce is a plus.
• Bachelor’s degree in a related field preferred.

Benefits

• Comprehensive benefits package including medical, dental, and vision.
• 401(k) with a company match program.
• Unlimited Paid Time Off (PTO).
• Paid Parental Leave.
• Employee Recognition Program.
• Referral Bonus Program.