Senior Customer Success Manager
Senior Customer Success Manager
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USD 120000 - 153000
1 Vacancy
Job Description
About Us:
Fieldguide is establishing a new state of trust for global commerce and capital markets through automating and streamlining the work of assurance and audit practitioners specifically within cybersecurity privacy and ESG (Environmental Social Governance). Put simply we build software for the people who enable trust between businesses.
Were based in San Francisco CA but built as a remotefirst company that enables you to do your best work from anywhere. Were backed by top investors including Bessemer Venture Partners 8VC Y Combinator Floodgate Elad Gil Justin Kan Qasar Younis Eric Ries and more.
We value diversity in backgrounds and in experiences. We need people from all backgrounds and walks of life to help build the future of audit and advisory. Fieldguides team is inclusive driven humble and supportive. We are deliberate and selfreflective about the kind of team and culture that we are building seeking teammates that are not only strong in their own aptitudes but care deeply about supporting each others growth.
As an early stage startup employee youll have the opportunity to build out the future of business trust. We make audit practitioners lives easier by eliminating up to 50 of their work and giving them better worklife balance. If you share our values and enthusiasm for building a great culture and product you will find a home at Fieldguide.
About the Role:
As a Senior Customer Success Manager at Fieldguide you will own a portfolio of our most highimpact customer relationships. You will be responsible for driving longterm success retention and growth across multiple service lines within large advisory firms.
This is a highly crossfunctional role where you will collaborate closely with Sales Product and Engineering to ensure our customers realize meaningful business outcomes while also bringing critical feedback back to internal teams to inform roadmap and operational improvements.
Youll build trusted advisor relationships with customer stakeholders from project leads to partners run strategic business reviews and help define what great Customer Success looks like at scale. If youre energized by solving complex challenges influencing product strategy and helping customers succeed in a rapidly growing environment wed love to meet you.
What Youll Do:
Own a portfolio of Fieldguides largest and most strategic accounts responsible for the retention growth and success of each relationship across contracted practice areas
Serve as the primary executivefacing point of contact building trusted advisor relationships with key stakeholders from senior managers to partners and firm executives
Drive strategic adoption and longterm engagement ensuring customers fully realize the value of the platform and use it to meet evolving business goals
Run quarterly and annual Executive Business Reviews (EBRs) to align on goals showcase outcomes and secure continued alignment with client leadership
Collaborate with Account Management and Revenue teams to influence renewals expansions and referrals through strong usage trends and strategic alignment
Become a Fieldguide product expert providing enablement best practices and roadmap alignment to drive adoption across frameworks and teams
Serve as the voice of the customer internallypartnering with Product Engineering and Support to escalate feedback and drive solution delivery
Own and exceed KPIs for Gross Revenue Retention Net Retention NPS and contract pacing
Leverage customer insights to inform scalable playbooks and success frameworks helping evolve how we support large complex firms at scale
About You:
47 years of experience managing enterprise accounts in a SaaS Customer Success or Strategic Account Management role
Proven success managing 67 figure portfolios building relationships with executive stakeholders and driving measurable business outcomes
Comfortable operating in ambiguity with a strong ability to prioritize and act with urgency
You have a consultative mindset and are able to translate complex product capabilities into business value for customers
Youre collaborative operationallyminded and energized by contributing to structure and process at a growing startup
Exceptional communication and presentation skillsable to engage technical and nontechnical audiences with credibility and clarity
You care deeply about your customers outcomes and know how to balance advocacy transparency and results
Bonus Points If You Have:
You have relevant industry experience as a practitioner at an audit/advisory firm
More about Fieldguide:
Fieldguide is a valuesbased company. Our values are:
Fearless Inspire & break down seemingly impossible walls.
Fast Launch fast with excellence iterate to perfection.
Lovable Deliver happiness & 11 star experiences.
Owners Execute & run the business with ownership.
Winwin Create mutual value & earn trust for life.
Inclusive Scale the best ideas with inclusive teams.
Some of our benefits include:
Competitive compensation packages with meaningful ownership
Unlimited PTO
401k
Wellness benefits including a bundle of free therapy sessions
Technology & Work from Home reimbursement
Flexible work schedules
Required Experience:
Manager
Employment Type
Full-Time
