Manager, Client Relationship Management (Western U.S.)

About us

Guideline was founded in 2015 with the mission to help everyone arrive at a secure retirement.  We are transforming the retirement industry with more transparency, seamless technology integrations, accessibility and affordability.  

We are a fast-growing technology company looking for exceptionally motivated people who love to see their work’s impact daily, are driven to ensure the company’s success, and want to be a part of the next generation of retirement planning.

• This position is remote and can be located in AZ, CA, CO, UT, WA, and El Paso/Hudspeth Counties (TX)

About the role

The Manager, Client Relationship Management will lead a team of Client Relationship Managers (CRMs) who are responsible for providing exceptional support to our B2B customers. This role involves optimizing the foundation of the support function by defining processes, tools, and best practices, while overseeing team performance, including offering training and ensuring efficient resolution of customer inquiries.  The team’s primary responsibilities include responding to customer inquiries (email, phone), managing escalations, and troubleshooting platform issues. 

Our ideal candidate will thrive in a dynamic environment, balance strategic planning with hands-on execution that directly impacts customer satisfaction, retention, and Guideline’s reputation as a customer-first company. Beyond managing daily operations, you will enable the continuation of a collaborative, innovative, and high-performing team culture.  You’ll work with cross-functional teams like Sales, Marketing, Engineering, and Product to ensure customers achieve their objectives, realize value, and continue to grow with Guideline. 

What will you be doing?

• Cross-Functional Collaboration:
  • Act as a voice of the customer, sharing actionable insights and feature requests with relevant stakeholders.
  • Identify emerging trends, issues, or problems impacting customers and communicate to internal stakeholders to create best practices and processes.
• Customer Support Operations:
  • Coordinate regularly with Operations teams to build processes and cross-functional workflows that enable each team to function alongside one another efficiently and effectively, with a customer-first mentality
  • Design and implement best-in-class customer support policies and procedures to measure success
  • Oversee daily operations of the CRM team, ensuring SLAs and KPIs are consistently met.
• Engagement and Collaboration:
  • Lead day-to-day operations of the CRM team, including managing a growing team to support rapidly expanding business needs
• Knowledge and Expertise:
  • Build documentation for ease of educating internal teams on processes and knowledge, as well as onboarding new CRMs
  • Collaborate with cross-functional teams to ensure the knowledge base and customer-facing documentation are accurate and comprehensive.
• Metrics & Reporting:
  • Build and maintain reporting and dashboards + track team performance and convey key product gaps to leadership
  • Prepare and present reports on support trends, team productivity, and customer satisfaction to the leadership team.
• Process Optimization:
  • Conduct reviews of team interactions, including calls, emails, and documentation, to identify areas for improvement
  • Develop, iterate, and maintain support playbooks and standard operating procedures to enhance team efficiency.
  • Proactively identify trends in customer challenges to drive continuous improvement in product and service delivery.
  • Provide feedback to support continuous improvement to eliminate process defects that impact customers.
• Team Management and Development:
  • Coach, Train, and Develop CRMs to achieve performance goals and development objectives
  • Conduct regular team meetings to review performance metrics, discuss challenges, and share updates on industry trends and changes
  • Engage in hiring and recruiting activities to attract candidates that demonstrate our customer-first values.
  • Foster a collaborative and customer-focused team culture, emphasizing empathy, accuracy, and problem-solving.
  • Lead, mentor, and manage a team of CRMs, setting performance expectations, conducting regular performance reviews, and providing ongoing support and development