Manager, Customer Success

| El Segundo
At GoGuardian we put customer experience first! We're currently looking for a Manager, Customer Success to lead, coach, and motivate a team of high performing Customer Success Managers. The ideal candidate is driven, metric-focused, and deeply empathetic. This role reports to the Director of Customer Success.  
Working from our El Segundo office, the ideal candidate will have a successful track record in full lifecycle success management, with an emphasis on driving engagement, adoption, and advocacy. You will be expected to perform live-call coaching, handle escalations, drive team member growth and development, champion the customer experience, deliver renewal forecasts, and more.  

Coaching

  • Coach a team of CSM’s to create an exceptional experience and drive true value for our clients
  • Partner with team members to create and track professional development plans 
  • Promote the MEDDIC philosophy amongst team members
  • Hold regular 1:1’s to develop account-based strategies and provide and receive feedback
  • Give real-time, direct feedback to support the skill development

Customer Experience First

  • Seek deep understanding of customer pain points and issues, and champion solutions throughout the organization
  • Personally manage escalations for your direct reports
  • Develop a deep understanding of our product suite and how in drives ROI for customers

Key Metrics

  • Understand the inputs and outputs for each part of the customer success process
  • Develop and track metrics to identify trends and the levers that affect those trends 
  • Develop metrics to help identify areas of growth for the team

Leadership

  • Engage with courage; own the hard conversations
  • Be radically transparent - work to create and uphold systems of communication that enhance alignment
  • Quiet your ego - decouple yourself from your own ideas - rank doesn’t give you a pass

Qualifications:

  • 2 years of experience managing a team of Customer Success Managers
  • 5 years experience in customer success or other relationship management-focused team
  • Proven ability to coach, support, and develop talented CSM’s
  • Prior experience driving toward full lifecycle relationship management including: implementation, engagement, adoption, advocacy, and retention 
  • Radically open-minded, radically transparent
  • Experience in MEDDIC sales is a plus

GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns, or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

200 N Sepulveda Ave, El Segundo, CA 90245

An Insider's view of GoGuardian

What’s the vibe like in the office?

Exciting! We’ve had tremendous growth and have gone through a lot of changes over the last couple of years, but have maintained the supportive, passionate, and energetic foundations that made me join the company in the first place. The vibe is simultaneously feels relaxed and open, and like everywhere you look, people are solving difficult problems

Terence

Director, Customer Success

What's the biggest problem your team is solving?

Our vision brings tall challenges; one of which is finding ways to sift through nearly insurmountable amounts of data, finding the important nuggets of information, then surfacing it to the right people. By using a combination of machine learning and cutting-edge data science (really), we're building better products for our users.

Zach

Senior Designer

What does career growth look like on your team?

Career growth is something that is talked over, thought through and planned out in open conversation and full collaboration between the team members and the manager of the team. It is clearly defined, from the very first day, as a line connecting your current areas for improvement to when they become areas of excellence.

Yola

Senior Data Scientist

What are some things you learned at the company?

Come in with an open mind, and you will find yourself in a breeding ground for self-discovery. By being given a high level of autonomy to do meaningful work, I have learned what it means to be authentic, lean into my fears, find my voice, build trust, and experience the greatest joy that life has to offer—connecting with others!

Michelle

Software Engineer

What are GoGuardian Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Relax, recharge, and refresh with weekly yoga classes & guided aromatherapy meditation. Whether you're a golfer or a gamer (or both), there's probably a weekly activity with your name on it.

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