OneGuide is a portfolio acceleration platform that provides PE and VC firms with portfolio portal software that they can use to centralize and share their resources and community. We combine that software offering with an expert network of 90+ tactical experts, to help the portfolio companies our clients tackle growth challenges from SEO optimization to product discovery to customer onboarding.
Role:
We’re looking for our first CS hire. We’re looking for someone versatile because:
- We need someone who can manage customer relationships and build a function – we’re a small startup of 3 employees + freelancers, so we’re looking for someone entrepreneurial. This hire will start as a one-person team managing our current customers, building out our processes, and later, help us build out a CS function.
- We need someone who can do both high-touch and tech-touch – we have a B2B2B setup; we sell portfolio portals to PE and VC firms, which are then used by dozens or hundreds users within that investor’s portfolio. We need to provide high-touch account management to the investors, and tech-touch support to drive adoption and usage among portfolio users.
This role is located in Denver, Colorado with in-office work 3 days per week and flexible location 2 days per week.
Responsibilities:
Customer Success
- Quarterly/annual account management – QBRs, renewals
- Drive customer engagement – monitoring usage, make proactive recommendations
- Ensure onboarding success – monitoring progress and uptake, making adjustments
- Build the systems to help us move from ad-hoc to repeatable account management
Services Management
- Act as a single point-person for clients on implementation, event services, and writing services, coordinating other members of the OneGuide team
Customer Engagement
- Run customer engagement event programs
- Run awards/recognition programs
About you:
We’re looking for one hire, but the role could take two forms depending upon the experience of the candidate:
- Client Success Lead – someone with 2+ years of experience owning enterprise account relationships. Salary of $80K+, depending upon experience.
- Head of Client Ops – someone with 5+ years of experience in owning enterprise account relationships or leading teams that do, with experience building CS “playbooks” and hiring and managing CS team members. Salary of $120K+, depending upon experience.
For either title, you’d be a strong fit if:
- You have experience managing enterprise accounts – this could be in customer success at an enterprise software company, or account management at an agency or services company
- You bring order to your work – you’re a system builder; you’re good at (and like) building trackers, dashboards, and other tools that provide organization, visibility, and consistency to operations
- You’re a friendly, relationship builder – you bring positive energy to your work, and can build strong relationships with executive-level clients
- You have tech-touch engagement experience – you can run events, email campaigns, and other customer marketing activities
- You’re hungry for knowledge and learning – OneGuide is in the business of unlocking and distributing knowledge–it’s core to what we do, and something we look for in every hire.
- You get things done – as a small company, we need self-starters who don’t allow themselves to get stopped by a roadblock.