Senior 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 financial audit. 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 Bessemer Venture Partners, 8VC, Floodgate, Y Combinator, DNX Ventures, Global Founders Capital, Justin Kan, Elad Gil, 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: As a Senior Customer Success Manager at Fieldguide, you will own a portfolio of our most high-impact customer relationships. You will be responsible for driving long-term success, retention, and growth across multiple service lines within large advisory firms. This is a highly cross-functional role, where you will collaborate closely with Sales, Product, and Engineering to ensure our customers realize meaningful business outcomes, while also bringing critical feedback back to internal teams to inform roadmap and operational improvements. You’ll build trusted advisor relationships with customer stakeholders from project leads to partners, run strategic business reviews, and help define what great Customer Success looks like at scale. If you’re energized by solving complex challenges, influencing product strategy, and helping customers succeed in a rapidly growing environment, we’d love to meet you. What You’ll Do: Own a portfolio of Fieldguide’s largest and most strategic accounts, responsible for the retention, growth, and success of each relationship across contracted practice areas Serve as the primary executive-facing point of contact, building trusted advisor relationships with key stakeholders from senior managers to partners and firm executives Drive strategic adoption and long-term engagement, ensuring customers fully realize the value of the platform and use it to meet evolving business goals Run quarterly and annual Executive Business Reviews (EBRs) to align on goals, showcase outcomes, and secure continued alignment with client leadership Collaborate with Account Management and Revenue teams to influence renewals, expansions, and referrals through strong usage trends and strategic alignment Become a Fieldguide product expert, providing enablement, best practices, and roadmap alignment to drive adoption across frameworks and teams Serve as the voice of the customer internally—partnering with Product, Engineering, and Support to escalate feedback and drive solution delivery Own and exceed KPIs for Gross Revenue Retention, Net Retention, NPS, and contract pacing Leverage customer insights to inform scalable playbooks and success frameworks, helping evolve how we support large, complex firms at scale About You: 4–7 years of experience managing enterprise accounts in a SaaS Customer Success or Strategic Account Management role Proven success managing 6–7 figure portfolios, building relationships with executive stakeholders, and driving measurable business outcomes Comfortable operating in ambiguity with a strong ability to prioritize and act with urgency You have a consultative mindset and are able to translate complex product capabilities into business value for customers You’re collaborative, operationally-minded, and energized by contributing to structure and process at a growing startup Exceptional communication and presentation skills—able to engage technical and non-technical audiences with credibility and clarity You care deeply about your customers’ outcomes, and know how to balance advocacy, transparency, and results Bonus Points If You Have: You have relevant industry experience as a practitioner at an audit/advisory firm 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 Flexible PTO 401k Wellness benefits, including a bundle of free therapy sessions Technology & Work from Home reimbursement Flexible work schedules