Customer Success Manager

Our team values collaboration, and the CSM will have the opportunity to help continue developing the renewals function by defining the role and responsibilities and shaping key processes. This position requires the ability to gather and assess customer goals, translate the customer objectives into strong Guidebook best practices, and to creatively and proactively deliver playbooks for success to their customers. The CSM will also flag to Account Managers any positive indicators for upsell and identify any account risks, helping customers to achieve a positive ROI and increase their spend with Guidebook.
The CSM will be a resident Guidebook expert, responsible for thoroughly understanding our apps and content management system, and applying that knowledge towards our customers' success. We're looking for someone with a proven mix of customer success and technical support skills, who is passionate about keeping clients happy and making sure they have the best service experience whilst using our solution. The right person for the role will take great satisfaction in seeing accounts use Guidebook effectively and grow their usage, and in using their voice to contribute directly to the company's success.

Guidebook is a simple yet powerful mobile application builder that lets you create an app in four easy steps, with no technical skills required.
Thousands of organisations across the globe use Guidebook to create mobile applications for events, university campus open houses, venue guides, onboarding for associations, corporate training and so much more. These apps help people stay organised, connect with their peers, and access more information - but it doesn't stop there.
Our mission is to connect people with the resources they need to get the most out of their experience - in person and virtually. We are a driven team on a mission to help people of all skill levels create intuitive and engaging mobile apps.
We are a driven team on a mission to elevate mobile experiences for everyone - and believe we can accomplish that while highly valuing balance, togetherness, and fun!, Guidebook's EMEA office in London was opened in 2014, 3 years after Guidebook was formed. Our EMEA business has grown steadily with a lean team, and we are looking to add a self-starter to the team who can help us continue growing.
The Guidebook team is seeking a support-passionate individual to join as a Customer Success Manager (CSM). This individual will work with a broad spectrum of strategic accounts and SMBs (Small and Medium Businesses) to ensure a seamless onboarding process and identify opportunities for customers to extend their relationship with Guidebook. The CSM will also handle a small volume of front-line support for the EMEA business region and will partner closely with the global Customer Support team to understand salient trends to better serve our customers.