Director of Customer Success

Why Become the Next GUIDE?

GUIDEcx is a client onboarding and project management platform focused on helping internal and external parties work better together, primarily during post-sale new client implementations.

• Invite everyone to the project—internal resources, customer teams, and third-party vendors 
• Guide each step and stay on track with automated tasks, reminders, and updates. 
• Engage teams by enabling them to interact with the project in the way they prefer. They can complete tasks, view status, send updates, make notes, and more—through the portal, email, or mobile app. 

GUIDEcx helps you deliver projects faster with fewer issues and accelerates time to value for your customers. 

Position Summary:

The Director of Customer Experience at GUIDEcx will be responsible for developing and executing a comprehensive strategy to retain and expand our customers that aligns with our company's mission and values by leading our CSM (Customer Success Manager) and TSM (Technical Solutions Manager) teams. This role is pivotal in driving customer success, fostering client loyalty, and optimizing the end-to-end customer journey. This person will collaborate with cross-functional teams to ensure that our customers achieve maximum value from our products and services.

Key Responsibilities:

• Customer Experience Strategy: Develop, implement, and continuously refine the customer experience strategy to align with GUIDEcx's business objectives and customer-centric values.
• Customer Engagement: Foster strong relationships with customers by providing a personalized experience through effective communication, proactive outreach, and attentive problem-solving.
• Customer Success Team Leadership: Lead and mentor the customer success team to ensure consistent delivery of exceptional service.
• Customer Feedback and Insights: Collect and analyze customer feedback, turning insights into actionable recommendations to drive product improvements and enhance the overall customer experience.
• Continuous Improvement: Identify opportunities for process optimization, automation, and innovation to streamline customer interactions and enhance efficiency.
• Collaboration: Work closely with sales, marketing, product, and technical teams to align customer experience efforts with broader company goals and strategies.
• Customer Advocacy: Champion the voice of the customer within the organization, ensuring that their needs and preferences are considered in decision-making processes.
• Performance Metrics: This role will be measured based on retention and expansion performance.

Qualifications:

• Minimum of 8-10 years of experience in customer experience, customer success, or related roles.
• Proven track record of leading customer experience teams and delivering outstanding results.
• Strong understanding of project management and technical onboarding processes.
• Excellent interpersonal, communication, and leadership skills.
• Data-driven mindset with the ability to analyze customer feedback and derive actionable insights.
• Innovative thinker with the ability to create and implement customer-centric strategies.
• Experience working with cross-functional teams to achieve common goals.
• Ability to thrive in a fast-paced, dynamic environment.

What You’ll Love About Us: 

• Potential: We care about your career path and try to provide opportunities necessary for continual improvement. Being a growing start up, you get to wear multiple hats and learn through a rapid growth process
• Stability: We have never once had a layoff and have positioned ourselves for fast, yet sustainable growth
• Competitive Pay: We use real-time market data to make sure you are being rewarded for your extraordinary efforts
• Work Flexibility: We work hard, and we play hard. Nobody likes a 9-5 so we provide an unlimited PTO (Flex Time Off) policy for all full-time employees that can demonstrate trust within their respective responsibilities. Remote options are available too!
• Core Benefits: You shouldn’t have to worry about your health, that is why we provide Medical, Dental, and Vision insurance, as well as an Employee Assistance Program. Short- and Long-term disability is also available
• Retirement: Don’t want to work forever? Neither do we! We provide a generous Safe Harbor 401(k) Match and an HSA (Health Savings Account) Contribution
• Culture: We believe that for success, we need to work in a culture of trust and wisdom, while providing the human touch. We only hire genuine humans and do our part to provide a safe and energizing employment experience! 
• Food: Who doesn’t love a fully stocked break room? We provide healthy snacks, drinks, team lunches, and cross departmental “munch and mingle” events!
• Amenities: Do you love the fresh air of the mountains? So do we! That’s why we chose an office in the heart of Silicon Slopes, overlooking the beautiful Wasatch Mountain Range. Do you enjoy biking, but don’t have the time? Reserve an e-bike as part of your next meeting as you ride alongside your colleague on the adjacent Murdock Canal Trail, Lehi Rail Trail, or Jordan River Trail. Not an outdoors fan, but still want to work out? We have an onsite gym with a locker room and showers. Not one that enjoys sweating? Sweet, we have gaming consoles, cornhole, and break room ready for your use!

Hiring Policy:

GUIDEcx is an equal opportunity employer. All applicants will be considered for employment without attention to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws (referred to as “protected characteristics”). All Candidates must pass a background check upon employment. Candidates must be authorized to work in the U.S