Customer Success Manager

About Guidde

Guidde is an AI-powered digital adoption platform that helps organizations create and consume knowledge more effectively. Established in 2020 by experienced founders, the company uses generative AI to convert everyday workflows into rich, multi-format documentation in just minutes. Its product enables teams to scale knowledge for employees, customers, and AI systems by turning processes into instant in-app video guides that appear right where work happens.

Today, more than 4,500 organizations across the globe, including rapidly growing startups and Fortune 500 companies, use Guidde to reduce support demand, speed up onboarding, and make knowledge available whenever it is needed.

The company is focused on shaping the future of how knowledge is built, shared, and experienced. The ideal team member is expected to be clear, high-impact, and committed to creating value. Guidde describes its culture as a mix of startup energy and sports-team discipline: thoughtful planning, strong collaboration, and a strong drive to deliver customer success. The team values people who listen carefully, act with purpose, and come ready to do their best work.

This role is a fit for a customer-focused professional who enjoys turning onboarding into long-term success, understands how to grow accounts methodically, and is excited about helping organizations work more efficiently through video and AI.

What You Will Do

• Own enterprise customer onboarding from start to finish, guiding high-value accounts through implementation and adoption.
• Protect and grow recurring revenue by supporting renewals and maintaining strong relationships that help reduce churn.
• Identify and pursue expansion opportunities within existing accounts to support upsell and growth goals.
• Design and run training initiatives that are tailored to each customer’s business needs and use cases.
• Build business-focused reviews and ROI-driven presentations that support renewal and expansion conversations.
• Track customer health closely and keep proactive communication flowing with key stakeholders.

What We’re Looking For

• At least 2 years of customer success experience, ideally in a SaaS setting with enterprise accounts.
• A solid record of growing existing customer relationships and driving account expansion.
• Practical experience using video creation and editing tools.
• Strong communication and presentation abilities, with the confidence to build relationships across all levels of an organization.
• A strategic, business-aware approach to problem-solving with strong attention to detail.
• Self-directed work style with the ability to take initiative and deliver results independently.

Nice to Have

• Experience using HubSpot, Intercom, and Mixpanel.
• Exposure to video documentation or knowledge management tools and workflows.
• A history of improving customer adoption and lowering churn.

What You’ll Get

• A chance to contribute directly to the company’s growth in the US enterprise market.
• A flexible hybrid work setup based in New York City.
• The opportunity to join a collaborative team focused on changing how knowledge is shared.
• Room to learn, develop professionally, and grow within customer success.
• A competitive compensation and benefits package, including equity.
• Compensation for this role is $110,000 to $135,000 OTE, plus equity and benefits.

Additional Information

Guidde welcomes applicants from many different backgrounds and values a workforce that reflects the diversity of its customers. Candidates are encouraged to apply even if their prior experience does not match every qualification listed, as long as they bring a builder mindset, align with the company’s values, and are excited about helping make software toolmaking widely accessible.