Customer Success Manager

About OneGuide:

OneGuide is looking for a highly motivated, energetic, and entrepreneurial individual based in Denver, CO to join our Customer Success team. OneGuide is a portfolio operations platform empowering PE and VC firms to drive growth in their portfolio companies. We serve firms with hundreds of collective portfolio companies through:

• Centralized portfolio hub software
• A network of 170+ tactical experts and 2,000+ pages of expert-authored content
• Services to augment PE/VC portfolio ops team capacity (writing services, event coordination services)

OneGuide is building the category-defining platform for portfolio operations. As more PE and VC firms invest in supporting their portfolio companies, we’re helping them do it in a way that’s more scalable, more effective, and more impressive to stakeholders—from founders to LPs.

We’re a startup, which means we move fast, learn constantly, and expect every team member to take ownership and make an impact. But we’re also four years in, profitable, and supporting some of the world’s top growth equity firms. You’d be joining a team with real momentum, solving a real problem, in a space we know better than anyone.

Goals of this Role:

Leading indicators:

• Client Stickiness - ensure clients are adopting successfully (using all the products/services they bought, adding lots of content, inviting many users)
• Client Engagement - driving logins, page views, event registrations etc.
• Client Satisfaction - build strong relationships with clients, evidenced by strong reviews of events, expert intros, and client satisfaction metrics

Lagging indicator: 

• NRR >100% through renewals and upsells

Responsibilities:

Own Client Relationships

• Partner with our clients to ensure they’re meeting their objectives. These can include driving end user engagement, meeting content production goals, etc.
• Manage client meetings like QBRs, monthly check-ins, and onboarding meetings. This includes creating slide decks, planning agendas, managing follow-ups etc.
• Coordinate across client stakeholders, often engaging with 2-6 people on the client’s team
• Own regular client tracking

Oversee all 3 aspects of OneGuide’s offering (software, expert network, & services)

• Software: onboard new clients and act as an ongoing expert in our software (training, configuring their solution etc.)
• Expert Network: Coordinate between clients and our expert network, including recommending the right experts and facilitating intros and calls
• Services: provide services to drive engagement, including preparing and sending engagement emails (e.g. newsletters) and running virtual events on behalf of our clients

Requirements:

• Experience managing large, consultative accounts in B2B SaaS, Tech-enabled Services or Professional Services
• Strong systems thinker who can scale quality through process
• Exceptional interpersonal, business communication, and client management skills, both written and verbal.
• Project-management abilities, including deadline management, client communication, and reporting creation/interpretation.
• Tech Fluency - experience with or ability to quickly pick up software tools including Airtable, Canva, WordPress, Email marketing/automation software etc.
• Enjoys startup environments, comfortable with ambiguity, autonomy, and building while flying

Additional Details:

• Location: Denver, CO with 4 days per week in-office in Rino and 1 day work from home
• Compensation: $80,000-$100,000+ in base salary and bonus/commission tied to net revenue retention
• Benefits: Company-sponsored healthcare plan