Manager, Customer Success

About Guidde Guidde is an AI digital adoption platform that serves as the creation and consumption hub for modern organizations. Founded in 2020 by seasoned entrepreneurs, we use generative AI to transform workflows into rich, multi-format documentation in minutes. Our platform helps teams scale knowledge across employees, customers, and even AI systems, turning everyday processes into instant, in-app video guiddes that live where work actually happens. More than 4,500 organizations worldwide, from fast-growing startups to Fortune 500 enterprises, rely on Guidde to reduce support load, accelerate onboarding, and make knowledge accessible on demand. We’re building the future of how knowledge is created, shared, and experienced. The Ideal "Guidder" is like our platform - 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 a people-first leader who thrives at the intersection of strategy and execution - someone who gets energized by coaching high-performing teams, building scalable CS frameworks, and using smart tools to drive retention and growth at the Enterprise level - then your place is with us! What will you do? Lead and develop the CS team: Own performance end-to-end: set clear expectations, run structured 1:1s, and hold the team accountable to retention, expansion, and customer health targets while coaching individual CSMs on account strategy, executive relationships, and commercial conversations. Build and scale the playbook: Define and sharpen CS processes (onboarding, business reviews, renewal workflows, escalation frameworks) and make them repeatable and consistent across the team. Drive revenue outcomes: Own the team-level renewal and expansion pipeline, monitor NRR closely, spot risk early, and ensure nothing slips through the cracks. Use AI tools creatively: Improve how the team operates through smarter workflows: from customer insights and forecasting to automation and coaching feedback loops. Stay hands-on with Enterprise accounts: Manage a focused portfolio of strategic Enterprise accounts, driving adoption, retention, and expansion while serving as the escalation point for the team’s most complex situations. Partner cross-functionally: Surface patterns and evidence-based insights from across the portfolio and bring structured recommendations to Product, Sales, and leadership; support the VP of CS on hiring and team scaling. What will you need to have? 5–7 years of Customer Success experience — in a b2b SaaS environment with a strong track record managing Enterprise accounts and driving retention and expansion. 2+ years of people leadership — directly managing or leading a CS team with clear, measurable impact on team performance and individual development. Proven revenue accountability — demonstrated ownership of NRR, renewals, and expansion at both the individual and team level. Process builder mindset — a track record of designing or meaningfully improving CS playbooks, frameworks, and team workflows that scale. AI-first approach — you use AI tools daily, think creatively about applying them to customer problems and team efficiency, and bring that curiosity into everything you build. Exceptional communication and data fluency — strong presence with stakeholders at all levels, paired with a data-driven approach to prioritization, decision-making, and accountability. Bonus Points if You Have Experience with HubSpot, Intercom, and Mixpanel — familiarity with the tools we run on. Background in video or digital adoption platforms — you’ll ramp even faster if you’ve worked in our space. Hiring and scaling experience — a track record of building CS teams and working cross-functionally with Sales and Product in a fast-scalin