About Company
Guru is a leading platform connecting businesses with skilled freelancers from around the world. Since 1998, we’ve empowered businesses of all sizes to find, hire, and manage the talent they need to grow, while providing freelancers with opportunities to build their careers. Our mission is to help people work together in new ways and to foster an environment of trust, transparency, and innovation. We are passionate about creating a seamless experience for our users and are constantly evolving our platform to meet the dynamic needs of the global workforce. Join a company that is at the forefront of the future of work, dedicated to connecting talent with opportunity.
Job Description
As a Remote Client Success Manager at Guru, you will be a pivotal player in ensuring our clients not only achieve but exceed their business objectives by leveraging our robust freelance marketplace. Operating entirely remotely, you will be the primary advocate and trusted advisor for a portfolio of key clients, ranging from burgeoning startups to established enterprises. Your mission will be to cultivate deep, lasting relationships, understand their evolving needs, and proactively identify opportunities where Guru’s platform can deliver maximum value. This role demands a blend of strategic thinking, proactive engagement, and exceptional communication skills to guide clients through their journey, from successful onboarding and adoption to expansion and renewal.
You’ll be responsible for driving platform utilization, conducting regular business reviews to highlight ROI, and collaborating closely with our product, sales, and support teams to champion client feedback and contribute to product enhancements. The ideal candidate thrives in a dynamic, fast-paced environment and possesses a genuine passion for problem-solving and client empowerment. You should be adept at navigating complex client structures, anticipating challenges, and implementing creative solutions to ensure their continued success and satisfaction. This is more than just managing accounts; it’s about shaping partnerships and demonstrating the transformative power of freelance talent. If you’re excited by the prospect of working independently to make a significant impact on our clients’ growth and our company’s reputation, all while enjoying the flexibility of a remote work model, we encourage you to apply. We are looking for an individual who embodies proactive engagement, strategic foresight, and an unwavering commitment to client excellence, helping them navigate the future of work with confidence.
Key Responsibilities
- Manage a dedicated portfolio of key client accounts, fostering strong, long-term relationships and becoming a trusted advisor.
- Proactively engage clients to understand their business objectives, identify opportunities for platform utilization, and drive adoption of new features.
- Conduct regular business reviews (QBRs) to showcase value, report on performance metrics, and strategize on future needs.
- Collaborate cross-functionally with Sales, Product, Marketing, and Support teams to ensure a seamless client experience and advocate for client needs.
- Identify and mitigate potential churn risks, proactively addressing client concerns and driving successful renewals.
- Onboard new clients efficiently, ensuring they achieve early success and understand the full capabilities of the Guru platform.
- Develop and implement success plans, tracking client progress and health scores.
- Provide ongoing training and guidance to clients on best practices for leveraging freelance talent and the platform.
- Collect and analyze client feedback to inform product development and service enhancements.
- Act as a subject matter expert on the Guru platform and the broader freelance economy.
Required Skills
- Proven experience in a Client Success, Account Management, or similar client-facing role, preferably within a SaaS or technology company.
- Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
- Strong analytical and problem-solving abilities, with a data-driven approach to client management.
- Demonstrated ability to manage a portfolio of clients, prioritize tasks, and meet deadlines in a remote environment.
- Proficiency with CRM software (e.g., Salesforce) and Client Success platforms.
- Self-motivated and proactive with a strong work ethic and ability to work independently.
- Deep understanding of the freelance economy or marketplace platforms is a plus.
- Fluent in English, both written and verbal.
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Experience working with B2B clients, particularly in the HR tech, recruitment, or marketing sectors.
- Proven track record of driving client retention, adoption, and expansion.
- Familiarity with project management methodologies and tools.
- Ability to adapt quickly to new technologies and processes.
- Experience creating and delivering client training materials.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and company holidays.
- 401(k) retirement plan with company match.
- Flexible remote work environment.
- Opportunities for professional development and career growth.
- Access to a dynamic and supportive team culture.
- Home office stipend for remote setup.
- Employee assistance program.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We look forward to reviewing your qualifications and learning how you can contribute to our team.