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 customer champion who thrives on turning onboarding into long-term wins, knows how to grow an account like a playbook, and gets excited about helping teams work smarter through video and AI - you'll feel right at home here. 

What will you do?

• Lead Enterprise customer onboarding - manage end-to-end implementation and adoption for high-value accounts
• Drive revenue retention and renewals - ensure contract renewals and maintain strong customer relationships to minimize churn
• Execute strategic account expansion - identify upsell opportunities and growth initiatives within existing accounts
• Develop and deliver training programs - create comprehensive programs tailored to customer needs and use cases
• Create compelling business cases - develop ROI-focused business reviews and expansion strategies
• Monitor and optimize customer health - track metrics and maintain proactive communication with key stakeholders

What will you need to have? 

• 2+ years of Customer Success experience - proven track record in SaaS environment managing Enterprise accounts
• Account growth expertise - demonstrated success in expanding and growing existing customer relationships
• Video creation experience - hands-on experience with video creation and editing tools
• Exceptional communication skills - strong presentation abilities and relationship-building across all organizational levels
• Strategic mindset - problem-solving approach with attention to detail and business impact focus
• Self-starter mentality - ability to work independently, take initiative, and drive results

Bonus points if you have:

• Experience with HubSpot, Intercom, and Mixpanel
• Background with video documentation and knowledge management solutions
• Track record of driving customer adoption and reducing churn

Your journey with Guidde

• Leave Your Mark: Contribute meaningfully to our growth story and drive
• Enterprise success in the US market
• Work Your Way (Hybrid): Enjoy a flexible work arrangement based in New York City
• Innovate Together: Be part of a collaborative and forward-thinking team revolutionizing knowledge sharing
• Fuel Your Growth: Access opportunities for professional development and advancement in customer success
• Your Value Matters: Receive a competitive compensation and benefits package
  • The salary range for this position is $110,000 - $135,000 OTE + equity and benefits. 

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and are enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

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-scaling SaaS environment.

Your journey with Guidde

• Leave Your Mark— shape how an Enterprise CS team operates and wins at a company that’s redefining how knowledge is created and shared globally.
• Work Your Way (Hybrid)— enjoy a flexible work arrangement based in New York City.
• Innovate Together— collaborate with a product-obsessed team that uses its own platform daily and genuinely believes in what it builds.
• Fuel Your Growth— access leadership coaching, career pathing, and opportunities to grow into senior CS leadership as Guidde scales.
• Your Value Matters— receive a competitive compensation and benefits package.
  • The salary range for this position is $130,000 OTE - $165,000 OTE + equity and benefits. 

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

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 customer-obsessed, energized by building meaningful relationships at scale, and excited about helping diverse organizations succeed while protecting and growing revenue, then your place is with us! We’re looking for our first Customer Success Manager, Digital Engagement - a foundational hire who will help define how scaled Customer Success operates at Guidde.

How will your day-to-day look?

• Own adoption and renewals at scale - Drive value realization, engagement, and renewal outcomes across a large pooled customer portfolio
• Run proactive renewal management - Identify risks early, reinforce value, and partner with Sales on expansion or complex renewals
• Lead multi-channel engagement programs - Design and run webinars, enablement sessions, office hours, and targeted 1:few Zoom sessions
• Use 1:1 engagement strategically - Jump into focused calls when risk, context, or opportunity requires a human touch
• Build scalable CS playbooks - Define when to automate vs. lead manually, and document repeatable success programs
• Surface insights cross-functionally - Share data-backed signals on friction, risk, and growth with Product, Support, and Sales

What will you need to have?

• Customer Success experience - 2+ years in CS or a closely related customer-facing role
• High-volume portfolio ownership - Experience managing adoption and engagement for 100+ customers
• Renewal accountability - Proven ownership of renewal outcomes and revenue protection
• Live customer facilitation skills - Experience running webinars, trainings, or office hours
• Strong judgment at scale - Ability to manage many customers without losing signal quality
• Builder mindset - Comfort designing programs, documenting processes, and operating as an early hire

Bonus points if you have:

• SaaS experience in a mid-market or scaling environment
• Familiarity with HubSpot, Intercom, or Mixpanel.
• Background in video documentation, knowledge management, or enablement platforms

Your journey with Guidde

• Leave Your Mark: Build the digital CS foundation that protects revenue and drives customer value at scale
• Work Your Way (Hybrid/Remote): Enjoy a flexible work arrangement
• Innovate Together: Partner with Product, Sales, and Support to shape how customers succeed
• Fuel Your Growth: Grow your scope and impact as the CS organization scales
• Your Value Matters: Receive a competitive compensation and benefits package

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed here, we still encourage you to apply. If you're a builder at heart and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.