Guideline is seeking a Customer Success Manager to lead our growing team of Account Managers. This role will report to the VP of Customer Success and is available on the West Coast, with a strong preference for access to our San Diego, CA office. 

What Will You Be Working On

We are looking for an experienced, analytical, and motivational leader to partner with Customer Success leadership and enable our team’s full potential.  This is the perfect opportunity for someone who loves building and leading high performing teams, reporting key client metrics, handling client escalations, and continuously identifying opportunities to improve the client experience.  

• Manage a team of Account Managers with a focus on development and professional growth through coaching and feedback for your direct reports
• Identify, report, and continuously improve on team KPIs, such as retention, client health, CSAT, and NPS
• Collaborate with our technical teams to prioritize product enhancements improving the overall client experience
• Manage client escalations in multiple channels, including phone, email and more
• Advocate for our clients with internal stakeholders

What We’re Looking For

• 5+ years experience in a client facing role, ideally in the SaaS or Fintech industry
• 3+ years experience managing a team of high performing individual contributors
• Experience with reporting and analyzing data, as well as delivering action plans against these results
• Proficient in Salesforce, Zendesk, or other CRM tool
• Strong communicator with a talent for working with clients in a high-pressure environment
• Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
• Passionate about technology as well as experience in using technology to deliver client solutions
• Bachelor’s degree
• Ability to pass background and credit check for employment

Bonus Points

• Professional designations such QKA, C(k)P, QPA, CRPS

More About Guideline

At Guideline, we're helping people save for a better future. In an industry full of complicated pricing and excessive fees, we offer affordable 401(k) plans with no transaction fees.

With over 25,000 clients and 5 billion dollars in assets under management, in just a few years of operations, we're well on our way to making smart retirement planning easy for everyone.

We have raised $344M to date with top-tier investors, including our most recent $200 million dollar Series E round with General Atlantic.

Offer Package

• Competitive Salary + Equity in the Company
• Flexible Vacation Policy
• 401(k) Matching
• 100% coverage of Health / Vision / Dental
• Generous parental leave policy

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.