Manager, Customer Success (Remote-US)

United States (Pacific Time Zone)

Guideline is seeking a Manager to join our growing Customer Success team. In this role, you will be responsible for managing a team of Customer Success Associates. You will have an opportunity to hire, coach and lead this growing team. This is the perfect opportunity for someone who loves scaling and leading high performing teams, reporting key client metrics, handling client escalations, and continuously identifying opportunities to improve the participant experience. This role will report to the Director of Customer Success and is available in all locations with a strong preference for access to our San Diego or Burlingame CA office. 

The Team

Customer Success makes sure that our customers have a great user experience. We are a high-energy group and work closely with the departments in Customer Operations. The company relies on us to maintain customer satisfaction and high retention rate.

Guideline’s Customer Success Associates are responsible for supporting all Guideline participants and oftentimes can be the first interaction a customer has with Guideline. 

What You Will Work On

• Lead a team of 8 Customer Success Associates with a focus on coaching and professional development, while setting performance expectations 
• Identify, report, and continuously improve on team KPIs, such as CSAT, Time to resolution, Time to first response, etc.
• Collaborate with cross-functional stakeholders to optimize processes and create product enhancement aimed at improving the overall customer experience
• Manage customer escalations through phone and email
• 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
• 2+ 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
• Passionate about technology, as well as experience in using technology to deliver customer solutions
• Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
• Bachelor’s degree

More about Guideline

Technology is the backbone of what we do. It allows us to automate many 401(k) administrative tasks, integrate with leading payroll providers, and build affordable retirement plans for the smallest businesses.

But our platform is powered by people—engineers, account managers, data analysts, retirement consultants, and many more. Together, we're creating a retirement platform that puts people first and empowers small business owners, their employees and the self-employed to not just retire, but arrive at a secure retirement.

In just a few years of operations, we've grown to over 35,000+ clients and over $8 billion in assets under management—and have raised $344M with top-tier investors.

Offer Package

The expected Salary Range for this position is $75,500 - $98,000 annually. Compensation is determined by numerous factors such as your qualifications, experience, and work location.

Additional benefits:

• Flexible vacation policy
• Company equity
• 401(k) with matching contributions
• 100% paid employee insurance coverage
• Annual learning and development stipend
• Parental leave
• Sabbatical after 5 years of employment

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.

Employment open to residents of CA, CO, FL, MA, MD, ME, NC, NY, TX, and WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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Expected Salary Range

$75,500—$98,000 USD