Mid-Market Customer Success Manager

Customer Success Manager

Who we are: 

Guidewheel is on a mission to empower all the world’s factories to reach sustainable peak performance. We live in a world where you can check the weather of any city or the score of any football game from your phone—so why can’t we get that same instant, automated, and smart visibility into the factory floor? 

Guidewheel has found a way to illuminate those blind spots at scale by starting with a simple truth: every machine–regardless of make, model, or age–uses power.

We first clip a sensor around the power draw of any machine (like a FitBit™ for Factories) to read the machine’s electrical “heartbeat,” and then can layer on additional functionality to empower manufacturers to improve productivity of their existing plants and machines by up to 2X—while simultaneously reducing energy cost and emissions by 15-20%

Founded out of Stanford and backed by top investors including Greycroft, Breakthrough Energy Ventures, and BlackRock and Temasek's Decarbonization Partners fund, Guidewheel is scaling fast, already successful with 300+ manufacturers including Johnson & Johnson, General Motors, and Coca-Cola FEMSA, and recognized by the World Economic Forum as one of the top companies globally poised to change business and society. We have strong momentum and alignment around our mission, investor support, and a culture that values diversity, a growth mindset, and results. 

Check us out here:

• What is Guidewheel?
• Series B: Led by BlackRock and Temasek’s Decarbonization Partners
• What do Guidewheel customers have to say?
• From our CEO: Lauren Dunford

What we value: 

• Integrity matters: We are honest, straightforward and sincere. With each other. With our investors. With our customers.
• We (actually) care: About each other. About fighting climate change. About making a real impact.
• We use data to make decisions: We possess the courage to accept “hard truths” and confront challenges head-on.
• The power of growth mindset is real: We strive to be the best we can be. We are committed to embracing change and expanding our capabilities.
• Results-driven with a bias for action. We are thoughtful and fast. 
• Adaptable and resilient: Guidewheelers have grit. We thrive in fast-paced environments and aren’t afraid to take on hard things or embrace feedback and continuous improvement. We come through for our customers and teammates. 
• Extreme teamwork. “No one can whistle a symphony. It takes a whole orchestra to play it.” — H.E. Luccock

What you’ll do: We’re a fast-growing start-up—so although the below are your primary responsibilities, we look for teammates who are constantly looking for more: More ways to better themselves, the company, and those around them.

As a Customer Success Manager at Guidewheel, you will be primarily responsible for: 

• The Mid-Market Customer Success Manager will play a critical role in launching and supporting customers in North America to drive usage and value from Guidewheel
• Exceptional customer-facing communication in a remote environment: including but not limited to the strong ability to quickly understand a customer’s business and providing value and comfort while explaining our technology to a variety of audiences.
• Owning a book of 40-60 clients located in North America
• Driving value through initial onboarding, product adoption, retention, and identifying new revenue streams through additional product offerings.
• Working cross functionally with a team of technical account managers and implementation specialists to ensure our customers are successful 
• Becoming an industry expert within the FactoryOps space, and deeply understanding the objectives of the factories we work with to deliver a strong ROI.
• Defining and optimizing the Guidewheel customer journey by working with our internal team to define onboarding and ongoing support - including training, best practices for communication, and new release announcements.
• Representing the voice of the customer to our internal and external stakeholders, while managing direct and regular customer communication across all channels.
• Enabling successful roll-out of Guidewheel to users across the factory as an essential busine