Mid-Market Customer Success Manager

Customer Success Manager

Who we are: 

Guidewheel is on a mission to empower all the world’s factories to reach sustainable peak performance. We live in a world where you can check the weather of any city or the score of any football game from your phone—so why can’t we get that same instant, automated, and smart visibility into the factory floor? 

Guidewheel has found a way to illuminate those blind spots at scale by starting with a simple truth: every machine–regardless of make, model, or age–uses power.

We first clip a sensor around the power draw of any machine (like a FitBit™ for Factories) to read the machine’s electrical “heartbeat,” and then can layer on additional functionality to empower manufacturers to improve productivity of their existing plants and machines by up to 2X—while simultaneously reducing energy cost and emissions by 15-20%

Founded out of Stanford and backed by top investors including Greycroft, Breakthrough Energy Ventures, and BlackRock and Temasek's Decarbonization Partners fund, Guidewheel is scaling fast, already successful with 300+ manufacturers including Johnson & Johnson, General Motors, and Coca-Cola FEMSA, and recognized by the World Economic Forum as one of the top companies globally poised to change business and society. We have strong momentum and alignment around our mission, investor support, and a culture that values diversity, a growth mindset, and results. 

Check us out here:

• What is Guidewheel?
• Series B: Led by BlackRock and Temasek’s Decarbonization Partners
• What do Guidewheel customers have to say?
• From our CEO: Lauren Dunford

What we value: 

• Integrity matters: We are honest, straightforward and sincere. With each other. With our investors. With our customers.
• We (actually) care: About each other. About fighting climate change. About making a real impact.
• We use data to make decisions: We possess the courage to accept “hard truths” and confront challenges head-on.
• The power of growth mindset is real: We strive to be the best we can be. We are committed to embracing change and expanding our capabilities.
• Results-driven with a bias for action. We are thoughtful and fast. 
• Adaptable and resilient: Guidewheelers have grit. We thrive in fast-paced environments and aren’t afraid to take on hard things or embrace feedback and continuous improvement. We come through for our customers and teammates. 
• Extreme teamwork. “No one can whistle a symphony. It takes a whole orchestra to play it.” — H.E. Luccock

What you’ll do: We’re a fast-growing start-up—so although the below are your primary responsibilities, we look for teammates who are constantly looking for more: More ways to better themselves, the company, and those around them.

As a Customer Success Manager at Guidewheel, you will be primarily responsible for: 

• The Mid-Market Customer Success Manager will play a critical role in launching and supporting customers in North America to drive usage and value from Guidewheel
• Exceptional customer-facing communication in a remote environment: including but not limited to the strong ability to quickly understand a customer’s business and providing value and comfort while explaining our technology to a variety of audiences.
• Owning a book of 40-60 clients located in North America
• Driving value through initial onboarding, product adoption, retention, and identifying new revenue streams through additional product offerings.
• Working cross functionally with a team of technical account managers and implementation specialists to ensure our customers are successful 
• Becoming an industry expert within the FactoryOps space, and deeply understanding the objectives of the factories we work with to deliver a strong ROI.
• Defining and optimizing the Guidewheel customer journey by working with our internal team to define onboarding and ongoing support - including training, best practices for communication, and new release announcements.
• Representing the voice of the customer to our internal and external stakeholders, while managing direct and regular customer communication across all channels.
• Enabling successful roll-out of Guidewheel to users across the factory as an essential business tool by leading both virtual and occasional in-person trainings.
• Proactively identify expansion opportunities by understanding a customer’s business needs and offering a solution to help them be successful
• Supporting our sales team as they execute the commercial steps around contract renewals, expansions and upsells for customers
• Identifying opportunities for customers to act as Guidewheel advocates through testimonials, case studies, webinars, etc.

Who we want: The ideal next Customer Success Manager will have a proven winning record of over-achieving in the following skills and experiences:

• Possesses direct SaaS Customer Success experience, with world-class results in guiding customers to operationalize technology and quantifying results.
• Excellent interpersonal, analytical, communication, and storytelling skills, with the ability to work with all stakeholders within the factories that we serve including, but not limited to, operations leaders, plant managers, continuous improvement professionals, engineers, and maintenance teammates.
• Extensive experience personally managing high-level customers, including executive presence and effectiveness interacting solo with C-level audiences.
• Direct experience within a startup, building many aspects of a successful startup “Customer Success engine,” including ideal customer profiles and buyer personas, implementation, customer onboarding, training, customer retention, team recruiting, learning and development, CRM and reporting systems, expansion pipeline and reports, and scalable process creation and iteration
• Strong understanding that speed is a competitive advantage and always strives to hit goals 10x faster than expected.
• Results-driven with bias for action and commitment to excellence. Self-directed, rolls up the sleeves and engages in all activities with a sense of urgency. Get it done on time, every time, mentality. Extremely organized with excellent attention to detail.
• Thrives in a fast-paced environment of constant change, managing numerous time-sensitive priorities simultaneously and rigorously, with a positive and resilient mindset, while constantly seeking candid feedback to improve. 
• Totally customer obsessed and constantly upleveling themselves. Always seeking to learn more about and care better for our customers. Constantly pushing for the root cause and true “job to be done” to improve the product in ways that drive customer results. 
• Insanely curious, an excellent question-asker who engages others, while easily moving between details—when they matter—while also upleveling the conversation to connect to strategic business priorities
• Being a team builder, team player and leader who creates loyalty, trust and following. Collaborative attitude and desire to contribute outside primary areas of responsibility. Inspires others and is highly respected.

Some Nice to Haves

• Experience in or with manufacturing operation(s). This could be direct experience at a manufacturer (e.g., industrial engineer, continuous improvement, supervisor, etc.), certifications (six sigma/lean manufacturing, etc.) and/or related experience (e.g., consulting in operations, supply chain management, etc.)

What’s in it for you? There are a lot of reasons why you should want to be our next Customer Success Manager, but some of the top reasons are:

• You will get to grow with a team that believes developing talent is important, and are continuously building that as a core value and strength of the company - and has been since day one!
• Help influence and iterate on the full Guidewheel customer journey.
• Be a leader on our growing team of CSM’s, helping to determine the future of our department and the processes we use to solve meaningful problems for our customers.
• Help manufacturing customers of all sizes succeed, being at the ground level when the “light comes on” for them

Additional benefits include: 

• Fair & equitable pay. Annual on-target earnings for this role are in the range of $XX-$XX, dependent on many factors and our internal compensation and role bands.
• 100% remote culture. Work from wherever, whenever - we hired you to get a job done, and as long as that is happening, you have the autonomy to get it done where and when you feel comfortable.
• Flexible PTO policy. We value balance and boundaries. To be the best version of you, you need time away from your screen, so we want you to take it. 
• Generous equity. Everyone at Guidewheel receives equity in the business. You will be working hard to build something great, and when we reach the finish line, you should be rewarded for your hard work. 
• Health Benefits. We offer different health benefits to cover your personal needs from day one of employment - you pick the plan that makes the most sense to you.

• Additional Perks. Included but not limited to, 401k (match up to 4%), $500 home office set-up, parental leave, company laptop, retirement plan, paid company holidays, and some (if you choose) company travel to spend time with your Guidewheel peers.  

Equal Opportunity Employer Statement:

Guidewheel is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, age, gender identity, gender expression, veteran status, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Guidewheel makes hiring decisions based solely on qualifications, merit, and business needs at the time.