Customer Success Manager

  • Guideline
  • San Mateo, CA, USA
  • Sep 13, 2018
Full time Customer Service Sales

Job Description

At Guideline, we’re helping Americans save for a better future. Guideline is the only 401(k) provider with a fee-free, full-stack 401(k) offering that automates plan administration and compliance with a platform that directly integrates with many of the most popular payroll providers. 
By building transparent and first-of-its-kind software, the Guideline team is combatting what’s unfortunately become the retirement industry status quo -- legacy providers have put profit over the interests of employees, abandoning the goal of the programs in the first place: to give employees the opportunity to save as much as possible for retirement. 
With over 3,000 clients and hundreds of millions of dollars in assets under management, in just a couple years of operations, we’re well on our way to making smart retirement planning easy for everyone. 

Job Description
Guideline is seeking a Customer Success Manager to join its growing Customer Success Team. This individual will be responsible for developing and maintaining client relationships, serving as the go-to person for clients after onboarding, ensuring they get the most our product has to offer. We are seeking a natural client advocate who will go to great lengths to provide clients with nothing short of a positive experience. This is a perfect opportunity for someone who loves to build relationships. 
  • Act as the primary point of contact for our clients
  • Own the client experience after the point of onboarding, ensuring our clients are supported and satisfied 
  • Drive product value by introducing new features and products to our clients
  • Execute routine analyses for onboarded plans to ensure plan client success
  • Manage 401(k) plan design changes and upgrades for Guideline clients 
  • Advocate for client product features; provide user feedback for new product features
  • Collaborate cross functionally with sales, engineering, operations, and our in-house financial planners in order to troubleshoot and help clients
  • 3+ years experience in project management, account management, customer care, or Fintech
  • Results-driven with exemplary phone, listening, and writing skills
  • Experience with customer support platforms and CRMs (Zendesk,, Salesforce)
  • Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
  • Creative and analytical problem-solving skills
  • Demonstrated strong verbal and written communication skills
  • Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
  • Enthusiastic and high energy, but also poised, confident and extremely professional
  • CRPS a plus
  • Bachelor’s degree preferred or equivalent field-related experience
  • Ability to pass background and credit check for employment
As a full-time employee at Guideline, you’ll enjoy: 
  • An industry-competitive salary 
  • Full health benefits, with 100% premium coverage for health, vision, and dental 
  • The freedom to take time when you need it, with an unlimited vacation policy 
  • Generous paid maternity/paternity leave policies as well as short and long-term disability benefits 
  • An employer-matched Guideline 401(k) 
  • Daily catered lunch, in addition to more snacks, coffee, and beverages than you could ever consume 
  • Computer and monitor setup of your choosing 
  • A spacious office in San Mateo, steps away from the Caltrain station, that happens to have an on-site beer garden, two Bocce Ball courts, and is conveniently across the street from Blue Bottle and Tin Cup
  • The opportunity to work coast to coast: in addition to our HQ in San Mateo, we have a centrally-located office in Portland, Maine