[Hiring] Customer Success Technical Specialist @Guidebook

Role Description

Our Customer Success team is small, technical, and ambitious, and we are looking for two Customer Success Technical Specialists (CSM Track) to join us — both on an expected path to becoming Customer Success Managers within 3 to 12 months.

• Start by owning the technical support function alongside our CS Technical Lead.
• Become an expert in our Builder CMS and manage our AI-first support stack.
• Resolve customer tickets quickly and warmly.
• Transition into a CSM role within 3 to 12 months, managing customer portfolios.
• Collaborate cross-functionally with sales, product, and engineering.

Qualifications

• 1+ years of professional experience in SaaS support, customer success, or a similar customer-facing role.
• Hands-on experience working tickets and talking to customers.
• Strong written and verbal communication skills.
• Comfortable working with a remote team across multiple time zones.
• Detail-oriented, with a strong ability to track multiple conversations, customers, and priorities at once.
• Comfortable with public-facing tasks (running a video call, hosting a customer training).
• Tooling experience is a plus, but not required.
• Curious about AI tooling and willing to use it to work smarter.
• Familiarity with the events industry, higher education, or association space is a bonus but not required.

Requirements

• Own a queue of customer tickets, resolving issues and writing clear, warm responses.
• Manage and improve our AI support stack.
• Become fluent in Guidebook's Builder CMS and the broader product suite.
• Spot patterns in customer struggles and surface them to relevant teams.
• Contribute to our knowledge base and internal documentation.
• Coordinate with our CS Technical Lead on broader tech stack work.
• Minor weekend support responsibilities for escalated tickets.

Benefits

• Annual On Target Earnings (OTE): $50,000-60,000, depending on experience.
• Variable paid quarterly will be between 10-20% of OTE.
• Fully remote role, US-based, East Coast required.
• Benefits package includes 100% paid medical, dental, and vision.
• Short-term and long-term disability.
• Unlimited vacation.
• 401(k) with matching.
• Stock options.
• MacBook and home office setup.
• Annual company retreat.