Customer Success Manager

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.

‍

We’re based in San Francisco, CA, but built as a remote-first company that enables you to do your best work from anywhere. We’re backed by top investors including 8VC, Floodgate, Y Combinator, DNX Ventures, Global Founders Capital, Justin Kan, 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. Fieldguide’s team is inclusive, driven, humble and supportive. We are deliberate and self-reflective 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 other’s growth.

As an early stage start-up employee, you’ll 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 work-life 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:

You will be responsible for transforming our current customers into customer advocates! Your job will be highly cross-functional. You will not only work closely with our customers to understand and address their business needs, but also interface with our sales, product and engineering teams very closely to make sure we place our customers’ concerns above everything else. We hope you’re excited by challenges a growing company offers, a lot of autonomy, and the prospect of shaping how we interact with our customers at Fieldguide.

What You’ll Do:

• You will have a book of business where you are personally responsible to renew and expand accounts by being an expert in customer workflows and prescribing best practices to grow usage, adoption and revenue.

• Become a product champion! Develop best practices to share across customers helping them best leverage Fieldguide’s full functionality

• Interface closely with sales, product and engineering teams to share customer feedback, resolve escalations, deliver outstanding customer experiences and have a direct impact on the product roadmap

• Drive engagement and establish strong relationships with our customers

• Develop an understanding of our customers’ goals and work to help them reach a high level of satisfaction with the product

About You:

• You have prior experience as a customer success / relationship manager at an enterprise SaaS company – owned renewals & up-sells

• You’re a wonderful communicator and have great time-management skills

• You’re hard working, responsive, and willing to get your hands dirty

• You are or want to be an expert at distilling and prioritizing feedback

• You are excited by the startup environment; you want to contribute to fine-tuning the structure and process to scale the customer success & advocacy team

• You love paying attention to detail

Bonus points for:

• Having relevant industry experience in audit

More about Fieldguide:

Fieldguide is a values-based 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.

• Win-win – 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