Select which cookies you accept
When you visit this website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the website work as you expect it to. The information does not usually directly identify you, but it can give you a more personalized web experience.
Because we respect your right to privacy, you can choose not to allow some types of cookies. Below is a list of different categories of cookies that may be set and that you can freely change. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.
These cookies are required and must be accepted to use this site.
These cookies collect data about how visitors use this website.
These cookies allow the website to remember choices you make and provide enhanced, more personal features.
These cookies are used to deliver adverts more relevant to you and your interests.
Manufacturing background? Want to be part of the digitalisation of factories whilst also empowering factory workers? How would you feel about truly collaborating with manufacturing enterprise customers to help their factories revolutionize & digitalize? In return for your awesome manufacturing knowledge, we offer you training to get fully set up as a Customer Success Manager, lots of PTO, nice bonuses, healthcare & virtual stock!
Fresh from announcing a further €5 million of funding in March, we are now searching for our first US-based Customer Success Manager to join SwipeGuide's Customer Success circle! You'll be joining the small (but growing) North America team and manage our newest giant US customers. Working with our Founders, our Swipee CS superstars (Eve, Lisa, Ingrid and Katheline), Mark (Sales Director US) and Tim (Head of Customer Success) and well... the whole of Swipeguide (we're a team here!), you will take ownership of our amazing new Swipeguide customers once they have signed up to our SaaS platform in the US. Your mission? Consulting customers on manufacturing issues and how ourplatform can help themreach their business goals with our platform. You'll be driving product adoption and integration, MRR, and account retention while developing our total customer experience. Oh, and you'll be solving entirely unexpected, tricky manufacturing customer puzzles!
WHO ARE WE?
We are Swipeguide. We are on a mission to reduce waste, spare resources for better use, and save the world from useless paper instructions. Imagine working on a busy production line, and you have to rely upon outdated, inadequate work instructions. PDF and paper instructions are a thing of the past, so we're developing simple, intuitive cloud software to empower factory teams to perform better in their jobs and scale knowledge with digital standard work. Our Swipeguide platform enables global companies like Coca-Cola, Heineken, and PepsiCo to build and share visual step-by-step digital work instructions with their workforce on any device. And yes, it also feels good to enable them to use less paper and save the trees🌳! We all know that a digital future is unavoidable, and we're providing the software essential for digital transformation. And it's working. We started with five people in 2016; today, after €5mn funding in March 2021, we have thirty full-time employees, 100,000+ platform users in 89 countries worldwide, and an inclusive, continuously improving culture (across the US, Spain, Czech and The Netherlands).
OUR TEAM OF SWIPEES
This job is remote from North America (we have an entity and employees there already) - but our HQ is in Amsterdam - next year, we will have an office in Minneapolis (you can go here or work remotely).
When we fly you over, you'll see the sights of Amsterdam and meet us all (and we can't wait to meet you);
You'll soon meet the road cyclist, the yoga lover, the guy with an oyster business, the ex-chef, the person to count on in an emergency, the social butterfly, the DJ trainee, the volleyball player, and someone who owns hundreds of sneakers.
We like to fail (it's how we learn), and in our PowWow, we share our f*** ups (failures) and learn together;
Our values are at the heart of everything we do; we strive to enable Swipees to develop their potential and showcase their authentic selves and engage in a culture of inclusion.
YOUR ROLE AS THE FIRST CUSTOMER SUCCESS MANAGER IN THE US
To realize our mission, we need to continue to build and grow a team that strives to simplify. You'll be joining two teams - the "first boots on the ground" team in the US & the awe-inspiring Customer Success circle based in Europe. Lisa 🇦🇹, Ingrid 🇷🇴, Eve 🇮🇪, Katheline 🇫🇷, Tim 🇳🇱 and Mark 🇺🇸look forward to welcoming you.
As a CSM (US), your daily adventures could include:
Building relationships with new key stakeholders in the US in preparation for important moments like contract renewal, upselling, and cross-selling;
Continuously delivering and communicating the ROI (impact) of the platform throughout the life cycle;
Acting as a single point of contact for Go-Lives, new onboardings, and providing post-go-live support (expectation alignment & project management);
Identifying & delivering expansion potential through product monetization & integration;
Optimizing your account portfolio and MRR retention rates (strategic account management);
Representing the voice of the customer to provide input towards the internal organization;
Supporting with the standardization & optimization on customer success processes and playbook;
Collaborating with our Finance team on contract management, our Demand Generation team on user case studies/content and the product team and our designers on platform development according to your client's needs;
ESSENTIAL ATTRIBUTES FOR THE CUSTOMER SUCCESS MANAGER (US)
Experience in a manufacturing position OR SaaS or Technology solutions CSM experience in a similar role with similar accounts (>3 years). Our preference here is to bring in the manufacturing experience and train you up on the business side.
The organizational skills of an air-traffic controller, it's a fast-paced environment with plenty of madness and moving parts- you thrive when in a muddle;
The drive and curiosity to learn our product so you can solve any challenge for our customers, no matter how complex;
Experience with building a relationship and becoming a trusted advisor for all decision-makers (from the top floor to the shop floor) while having the ability to really understand a customer’s business and goals;
Is a self-starting, autonomous worker and has a pragmatic mentality;
Fluency in English.
NICE TO HAVES TO BE SWIPEGUIDES CSM IN THE US
Experience with strategic account management (local, regional, HQ) and complex contract negotiations;
Experience with the technologies we use, including Slack, Figma, Hubspot, Clubhouse, Asana, Google Suite;
Familiar with the Industry4.0 transition, its trends, goals, challenges, and relation to the manufacturing and machine industry.
WHAT'S IN IT FOR YOU?
Unlimited PTO (yes, you read that right!) we are a European company and have a solid reputation in Europe for offering excellent employee benefits;
Great Healthcare plan;
Remote work from home or smiles in the Minneapolis office - up to you on the day;
Future office (you can stay remote, or work 1-5 days a week from office, up to you);
Competitive monthly compensation;
A challenging environment to develop your personal and professional skills with a lot of freedom to take on ownership;
You'll be in a fortunate situation to make a high impact at a startup/scaleup that is about to lift off after €5mn funding;
A chance to learn from other people's mistakes - we share and celebrate failures in a call (on zoom) every other Friday!
WHAT ARE YOUR FUTURE COLLEAGUES SAYING ABOUT SWIPEGUIDE?
"SwipeGuide gives me hands-on experience in how to build a company from scratch alongside really passionate people. The gap between who I am and who I wanna be as a professional gets smaller every day here, and that's what defines a good workplace for me".
- Ingrid 🇷🇴 Customer Success Specialist
"I love our culture since day one, and what I love even more is that it is always a super high prio for the company to keep working on it while we grow and to put its people, their health & happiness first. Always. But also: Colleagues are friends and family, the company embraces transparency & honesty & a healthy work/life balance, having the ability to work non-traditional working hours , as well as being surrounded by inspiring Swipees that make work fun, are all things I truly appreciate"
-Lisa 🇦🇹Customer Success Manager
SwipeGuide is committed to creating a diverse environment influenced by a lifetime of individual experiences. We hire people from all walks of life, not just because it's the right thing to do, but also because when people from diverse backgrounds build a company, the understanding and embracing of their communities grow exponentially. This means our creative and strategic horizons are not only expanding, but they're consistently strengthening, thanks to a global perspective. We do not discriminate based on education, race, religion, colour, national origin, genetics, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.
Established in 2016 over a mutual frustration with traditional paper instructions, Daan Assen and Willemijn Schneyder founded SwipeGuide to change the way we work and learn in a manufacturing environment.
Today, we’re a multinational crew of digital natives building a future-proof instruction platform that finally makes sense.
We always want to be learning and growing. We believe that real growth means trying new things and having the courage to continuously optimize your way of working.
Already working at SwipeGuide?
Let’s recruit together and find your next colleague.