Customer Success Manager I

Title: Customer Success Manager I

Location: Remote

The following position is a full-time opportunity that will be based in one of our hub locations or from a Remote State where Guru is already a registered employer. Re-location and/or Visa Sponsorship is not included in our hiring package. Applicants will need to be authorized to work in the US.

Customer Success (CS) is the heart of Guru’s sustained long-term success. At Guru, the Customer Experience team is anchored in the success and growth of the Strategic customer segment (enterprise and fast-growing mid-market businesses). As a Customer Success Manager you will work with some of the world’s best known companies to help them realize real business value from their investment in Guru and grow with our product. This role requires a highly motivated individual to proactively engage our valued strategic customers to drive broader adoption and achieve client satisfaction for off the chart retention rates.

We need someone who can come in and help our customers become more efficient, effective and referenceable. This job is not only about how well you nurture our customers; it’s about how you lend your positivity and presence, combined with your skill set to an energized environment and highly collaborative team. Strong sense of humor required, sarcasm detection skills a plus.

Key Responsibilities:

Role Specific

• Maintain ownership of a portfolio of strategic customers, weaving a web to develop new relationships while supporting existing teams to ultimately drive adoption and retention of our product across their organization
• Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities
• Drive increased adoption across multiple departments, partners, and use cases through continuous product education and advocacy
• Work with customers to understand their motivation, business drivers, strategic goals and desired business outcomes; co-create joint customer success plans that include success metrics, engagement and adoption strategy
• Identify account risk early and execute plays to demonstrate increased value to customers within your book of business
• Prioritize time and engagement across your book of business with an ownership mentality and a keen eye for driving growth and minimizing churn
• Document customer goals, activities, initiatives, and updates in a shared location to provide critical historical context throughout the customer’s partnership with Guru

Product Training & Education

• Have the ability to distill sophisticated concepts into simplistic terms, delivering training and workshops for our customers
• Serve as the dedicated point of contact for strategy, product training, and non-technical support questions
• Strive to be an inspiring product leader for your customers, analyzing use-cases and recommending market/vertical best practices to enhance internal and external knowledge management.
• Collaborate with clients and help create technical game plans to seamlessly integrate our product with their wider technology ecosystem (Slack, Zendesk, Kustomer, Salesforce, etc.)

Ideal Skills & Experience:

• You have a minimum of 2+ years experience handling sophisticated enterprise accounts (Fortune 100) across multiple client partners at a SaaS company (preferably a startup environment), and/or leading a Customer Support team / call center, and/or experience facilitating exponential growth for mid-market accounts
• You understand why customer success is a key contributor to a customer’s happiness & success (CSAT/NPS scores/ROI)
• Your are excited about knowledge management, and training & enablement
• You have good technical domain knowledge of two or more of the following: SaaS, Knowledge Management Systems, APIs, Learning Management Systems, Asset / Content Management Systems, Analytics or Programming (HTML etc).
• You are able to thoughtfully support customer issues under pressure
• You have exceptional verbal and written communication skills coupled with unparalleled follow-up skills. Clients have the impression that you listen and understand
• You possess proven organizational skills
• Knowledge of CRM or PRM Systems, Customer Success, and/or Tech Support systems is preferred (Intercom, Zendesk, Kustomer, Salesforce, etc.)
• Previous experience with Guru is not required but a plus.

Hey, not everybody checks all the boxes, apply and let us get to know you and your experiences and we can learn and grow together here at Guru!

Compensation and benefits:

Note: Disclosure as required by relevant state law of the base salary compensation range for this role when being hired in Colorado, New York and Washington. The base salary compensation range for the position outlined is $58,000 – $79,000 You may also be offered incentive stock options and benefits. Benefits include Health, Dental, Vision, 401k, PTO, Paid sick leave, Paid parental leave, Paid family leave, Paid holidays, Mental health and wellbeing offerings, HSA/FSA available (where applicable), Office set-up reimbursement, Life and accidental death and dismemberment coverage, Short & long term disability coverage, and a Company-issued laptop and accessories.

The final job level and compensation will be determined by various factors such as a candidate’s relevant work experience, years of relevant experience, skills, qualifications, certifications, geographic location, and other business considerations.

In addition:

• Unlimited Vacation
• Professional Development Stipend
• Wellness Stipend
• Tuition Reimbursement
• Thrive After Five: in recognition of our long-tenured employees, Guru celebrates your five year anniversary with a $10,000 personal travel reimbursement
• Remote perks
• Generous medical benefits package
• Guru-sponsored company & team events, no matter where you work