Senior Customer Success Manager

Overview Senior Customer Success Manager role at Guideline. Join to apply for the Senior Customer Success Manager role at Guideline. Get AI-powered advice on this job and more exclusive features. About Us: Guideline is driven by a bold mission: to define the future of advertising. Our dedication lies in empowering marketers worldwide by transforming traditional industry processes into cutting-edge tools built on market transparency. Join our team as we guide the top brands, agencies, and media owners in realizing a more intelligent media buying and selling landscape. About The Role As a Senior Customer Success Manager at Guideline, you will be at the forefront of ensuring our clients maximize the value of our solutions. You will play a pivotal role in driving customer adoption, engagement, and overall satisfaction throughout their journey with Guideline. Your consultative approach, proactive mindset, and commitment to understanding client needs will be key in fostering strong relationships and driving customer success. Responsibilities Own the end-to-end customer relationship: take ownership of the customer lifecycle, focusing on adoption and usage, product engagement, best practices, and satisfaction of Guideline solutions. Account Management: Build and nurture strong, long-term relationships with customers, ensuring they maximize value of our solutions. Renewal Management: Own the customer renewal process, proactively managing timelines, and engaging with customers before renewal dates to ensure seamless contract renewals. Customer Retention: Drive customer satisfaction and retention by regularly engaging with customers to understand their business goals and identify opportunities for upselling or expanding service offerings. Success Planning: Develop and implement tailored success plans for each customer, aligning solutions with evolving needs to increase renewal likelihood and long-term growth. Data-Driven Engagement: Track customer health metrics and usage patterns; use data to address risks or challenges impacting renewal outcomes. Collaboration: Work with sales, product, and support teams to address obstacles to renewal and ensure customer expectations are met or exceeded. Identify opportunities for product expansion: Proactively identify opportunities for product expansion within client organizations, collaborating with Client Partner counterparts who own the commercial relationship. Provide guidance on product functionality: Advise on product functionality and workflows based on client needs and goals; help clients leverage Guideline solutions (software) to achieve these goals. Conduct consultations, demos, trainings, and QBRs: Use client data from Pendo and other reporting tools to engage in consultations, demos, trainings, and QBRs; educate users on product features and value realization. Stay abreast of product and market changes: Ensure clients leverage new offerings effectively and stay ahead of industry trends. Act as the primary point of contact: Be the main liaison for clients, ensuring needs are understood and prioritized; facilitate access to Guideline resources and escalate gaps in needs or SLA adherence. Monitor client usage and satisfaction: Track utilization, engagement, and satisfaction; implement proactive strategies to improve KPIs and client experience. Own the customer relationship: Focus on driving adoption, product engagement, best practices, and satisfaction of Guideline solutions. Compensation & Benefits We offer competitive compensation based on experience, education, and skill level. Full-time employees also receive: Health, dental, life, and disability insurance RRSP with company match Paid time off and parental leave Teledoc Health services Employee recognition and referral bonuses Diversity & Inclusion Guideline is an equal opportunity employer and values diversity. We encourage applications from people of all backgrounds, experiences, and perspectives. Requirements Minimum of 5-8 years of experience in a customer-facing role, preferably in B2B SaaS customer success, account management, or consulting. Critical thinking and a solution-oriented mindset; ability to identify and act on opportunities for improvement in process, product usage, customer engagement, cross-functional collaboration, and technical solutions. Strong consultative approach focused on understanding client goals and delivering value-driven solutions. Highly organized and responsive to customer needs and internal teams. Curiosity and eagerness to learn, explore, and teach others. Exceptional relationship-building skills with empathy for customer pain points and a dedication to resolving issues effectively. Excellent written and verbal communication skills with a genuine desire to see clients succeed. Emotional Intelligence (EQ) to navigate relationships and collaborate effectively. Ability to manage competing priorities with urgency while maintaining professionalism and accuracy. Proficiency in Excel, PowerPoint, Salesforce; experience with Jira, Gong, and Pendo is a plus. Bachelor’s degree in communications, advertising, business, information technology, or related field preferred. Seniority & Employment Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Technology, Information and Internet Referrals increase your chances of interviewing at Guideline by 2x #J-18808-Ljbffr