Client Success Manager

Job Description

ABOUT GUIDEBOOK:

Guidebook is a simple yet powerful event management software that lets you promote your event, manage registration and create an app in four easy steps with no technical skills required.

Thousands of organizations across the globe use Guidebook to create mobile applications for events, university campus open houses, venue guides, onboarding for associations, corporate training, and so much more. These apps help people stay organized, connect with their peers, and access more information - but it doesn’t stop there.

Our mission is to support the people who bring people together - event organizers. Events have never felt more important in building connections and helping shape and change minds in today’s fractured world. We are a driven team on a mission to elevate event experiences for everyone – and believe we can accomplish that while highly valuing balance, togetherness, and fun!

ABOUT THE JOB:

The Guidebook team is seeking a proven self-starting individual to join as a Client Success Manager to drive upsell/growth and dollar for dollar renewals within our customer base. This individual will work with a broad spectrum of strategic accounts and SMBs (Small and Medium Businesses) to ensure a seamless renewal process and proactively identify opportunities for customers to expand their relationship with Guidebook. This is an ideal role for someone eager to build a career in sales, account management, or client relations, as we value strong soft skills over extensive prior experience.

This position requires the ability to sell the value of Guidebook, foster meaningful relationships with customers, spot and pursue upsell opportunities, generate account growth through outbound prospecting, and negotiate and effectively manage a portfolio of customers to limit dollar for dollar and logo churn. The right person for the role will take great satisfaction in seeing accounts use Guidebook effectively and grow their usage, and in using their voice to contribute directly to the company's success. In addition, the ideal candidate possesses both a hunger and an acumen for strategic problem solving with clients.

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.

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.
• Plan quarterly business reviews with clients to leverage Guidebook for global campus needs.
• Explore outbound techniques that increase Guidebook’s impact across existing institutions - including email, calls, and event attendance .

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:

• Impeccable time management and multi-tasking skills.
• Strong communication skills and attention to detail, and ability to manage time to deploy a wide range of projects.
• Demonstrated problem-solving capability and desire to constantly improve our system.
• Confidence to perform informative and compelling virtual demos and training calls.
• Comfortable with picking up the phone to build relationships with clients, chase down signatures, and look for new opportunities
• You are willing to try new things - with the ability to review what worked and did not work, and make changes and adjustments accordingly.
• Coachable, with a genuine curiosity about learning new things and staying ahead of market and industry trends.
• You have grit and the drive to be successful. We are a startup and need people who will take ownership to be successful in the role.
• You are a team player. Everyone needs to pull for each other, challenge each other, share best practices, and take on team projects to make the entire organization better.
• Ability to go to a tradeshow 1-2 times per year

PERKS:

• 100% paid benefits: medical, dental, and vision.
• Short term and long term disability.
• Unlimited vacation time.
• 401k program with matching benefit.
• Stock options.
• Awesome company culture and fun virtual hangouts.
• MacBook and accessories to make you comfortable working from home.
• Awesome annual company retreats (the next one is in Atlanta, Georgia this November)

EQUAL OPPORTUNITY EMPLOYER:

At Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We're working on increasing diversity across the company. If you're looking to join a team that is smart, highly motivated, and also values work/life balance, we can't wait to hear how you can add to our growing culture!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. 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.

COMPENSATION:

The annual salary range for this role, depending on relevant experience, is $50,000-65,000 base, plus an annual variable component of $10,000-20,000.