Founding Scale Customer Success Manager

Back to jobsFounding Scale Customer Success ManagerTel Aviv, IsraelApplyAbout Guidde Guidde is an AI digital adoption platform that serves as the creation and consumption hub for modern organizations. Founded in 2020 by seasoned entrepreneurs, we use generative AI to transform workflows into rich, multi-format documentation in minutes. Our platform helps teams scale knowledge across employees, customers, and even AI systems, turning everyday processes into instant, in-app video guiddes that live where work actually happens. More than 5,000 organizations worldwide, from fast-growing startups to Fortune 500 enterprises, rely on Guidde to reduce support load, accelerate onboarding, and make knowledge accessible on demand. We're building the future of how knowledge is created, shared, and experienced. The Ideal "Guidder" is like our platform - clear, impactful, and focused on delivering value. We blend a startup environment with sports team principles - strategic in planning, collaborative in execution, and obsessed with customer wins. We value doers who listen more than they talk and who show up ready to play their best game. Ready to make your mark on our roster? Go Guidde! If you are energized by building customer programs that run at scale through smart automation, AI-powered tools, and digital innovation — and you're excited to be the person who defines how digital Customer Success is done across a large, diverse SMB portfolio — then your place is with us! We're looking for our Founding Scale CSM — a foundational hire who will architect the digital CS motion at Guidde from the ground up. How will your day-to-day look? Own a large SMB portfolio — Drive adoption, value realization, and retention across hundreds of accounts, using data signals and digital programs to move fast and stay ahead Lead digital engagement programs — Design and run webinars, office hours, enablement sessions, and automated touchpoints that create real impact at scale Build scalable CS infrastructure — Create the playbooks and tools that define when to automate, when to personalize, and how to do both well Run proactive renewal management — Identify risks early using AI-powered triggers, reinforce value, and partner with Sales on expansions and complex renewals Use personal engagement strategically — Know when human touch adds the most value and step in with focused calls that move the needle Surface cross-functional insights — Translate customer signals into product feedback, friction patterns, and growth opportunities for Product, Support, and Sales What You'll Need to Thrive in This Role Customer Success experience — 2+ years in CS or a closely related customer-facing role, ideally in SaaS High-volume SMB portfolio ownership — Proven track record managing adoption and engagement across a large portfolio of SMB customers (100+), balancing scale with signal quality Renewal accountability — Demonstrated ownership of renewal outcomes and revenue protection Digital-first program design — Experience building scalable programs using automation, AI tools, or digital engagement platforms — not just running them Live facilitation skills — Comfortable leading webinars, trainings, or office hours with confidence and clarity Builder mindset — You design systems, document processes, and thrive in ambiguity — this is a first-of-its-kind role and you're excited, not intimidated, by that Bonus points if you have Familiarity with HubSpot, Intercom, or Mixpanel Background in video documentation, knowledge management, or enablement platforms Experience in a digital CS or tech-touch CS role in a scaling SaaS environment Your journey with Guidde Leave Your Mark: Build Guidde's digital CS foundation from scratch — the programs, playbooks, and automation you create will define how we scale customer success globally Work Your Way (Hybrid): Enjoy a flexible work arrangement based in Tel Aviv Innovate Together: Partner with Product, Sales, and Support to shape the...