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Director of Customer Success at Guider

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  • London
  • fulltime
The Company.

Guider is on a mission to create the best personal-development platform for employees worldwide, with mentoring and coaching at its core. We’re supporting global brands to implement effective and scalable programmes to help their people grow and develop. Our mentoring and coaching platform connects the best mentors in organisations with those looking to learn and grow, creating an impactful culture of knowledge sharing and self-improvement.

We're already working with some of the world's best-known brands to help them develop their people, including Marks & Spencer, LVMH and EY. See this M&S case study video showing the impact we are having!

Guider also partners with companies that have a forward-thinking purpose. With this, Guider can tailor mentoring and coaching programmes to help improve Diversity & Inclusion, Women in Leadership, High-Potentials and much more. If you're passionate about either self-development, mental health or diversity, then read on!

 

 

The Role.

The role of the Director of Customer Success will be to own the entire customer journey from onboarding to renewal. Your core purpose will be to scale the CS function as the company transitions into a scale-up. You will need to have prior experience working with large enterprise customers, and have a track record of understanding how they operate. You will inherit a team of 2 CSMs and will be responsible for hiring more as the team scales. You will also have a hands-on role, taking ownership of our more strategic accounts before handing them on, as well as overseeing other CSMs accounts. You will create and execute on effective KPIs and OKRs. Lastly, this is a commercial role and you will closely work with various stakeholders in the business to not only drive renewals, but also increase the value. You will have a growth mindset and be a strategic thinker.

 

About you.



  • Min 7+ years combined experience in Customer Success, Account Management or Sales related role.



  • Proven track record of renewing large enterprise contracts in a SaaS business.



  • Previous experience working with large enterprise customers (e.g 1000+ employees)



  • Experience and exposure to sales related activities.



  • Impeccable communication, written and spoken.



  • Leadership experience, with a track record of training and developing CSMs or account managers. 



  • Previous experience working in a startup or scale-up, ideally in a b2b SaaS.



  • Proven track record of exceeding targets.



  • A team player, who wants to add to the culture we are building.



 

The Benefits of Working at Guider.

You will be part of a growing technology startup and help shape the future of self-development. Guider cares deeply about helping the technology industry become a more inclusive and diverse place and we work hard to lead by example.

Other exclusive Benefits.



  • We operate a 4 ½ day working week finishing early on a Friday afternoon, every week. Longer weekends!



  • Unlimited Holidays. We expect you to take as many as you like. We also aim to have extended brakes over Christmas



  • Free drinks: Unlimited Beer and wine, Unlimited soft drinks, freshly ground coffee



  • MacBook with Apple Keyboard and Mouse and other accessories, e.g Monitor, apparel.



  • A World’s Best Accelerator: We are a startup, amongst dozens of other startups.


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