Customer Communications Strategist

As Guideline’s first Customer Communications Strategist, you will be responsible for owning all customer-facing transactional, regulatory, and other applicable non-marketing/sales communications. In this role, you’ll develop and execute messaging for customers in partnership with cross-functional leaders throughout the company, manage the customer communications calendar, and champion the brand voice across customer-facing teams. 

You’ll shape effective strategies across the comms universe for Customer Success alongside Product, Legal, Marketing, and Operations. Additionally, you’ll drive the development of key roadmap initiatives, process improvements, and other programs to enhance customer experience and operational efficiency. 

What You Will Work On

• Serve as the POC for all external customer communications, making key decisions and resolving issues related to strategy, prioritization, and audits.
• Develop messaging, communication, and cohort strategies in partnership with Customer Success, Product, Marketing, and Legal teams.
• Write, edit, and deploy messages for email campaigns, public reviews, and other customer communications, ensuring the right customers get the right messages at the right times.
• Leverage SQL and various data tools to validate the curation of the appropriate audiences for email campaigns and journeys in our enterprise email marketing system.
• Coordinate with Customer Success managers to help prepare for potential inbound related to communication initiatives.
• Identify process bottlenecks, propose improvements, and secure cross-functional partner support for efficient outcomes.
• Manage your own workload, translating stakeholder requirements into a clear and scalable communications strategy from intake to deployment.
• Partner with cross-functional key stakeholders to define the strategy and execution of comms across the holistic communications universe at the company.
• Develop benchmarks, and monitor and analyze performance to make recommendations on new opportunities and improvements to customer communication and education strategies. 

What We're Looking For 

• 5+ years in communications, marketing, or technical role
• Experience in FinTech or Financial Services is preferred
• Expertise in non-marketing communications strategy, copy, and creative
• Technical knowledge of SQL, dynamic data, triggering, orchestration
• Experience working with enterprise email marketing systems, such as SalesForce Marketing Cloud, Braze, Iterable, Adobe Marketo, etc. 
• Strong communication, project management, and presentation skills
• Proficient in project management tools (e.g., JIRA, SalesForce)
• Strong problem-solving and analytical skills for operational challenges

More About Guideline 

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Compensation

At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. These pay zones may be modified in the future.

Please speak with a recruiter for additional information regarding our tier locations.

• Metro+:
  The base salary range for this position is $87,500 - $110,000 annually.
• Metro:
  The base salary range for this position is $75,500 - $98,000 annually.
• National:
  The base salary range for this position is $75,500 - $98,000 annually.

In addition to base salary, this position is eligible to receive equity in the form of Incentive Stock Options (ISOs). 

At Guideline, base salary is just one component of the overall Total Rewards package offered to employees.  All employees are offered comprehensive benefits and perks to help support you and your family.

• Health
• Medical, dental, and vision insurance — We offer multiple plan options with varying company premium contributions
• Opt-out credit for waiving coverage
• Health Savings Account and Flexible Spending Account
• Company-paid disability and life insurance
• Optional voluntary life insurance
• Mental health benefit navigation with Rula for employees and dependents
• Parental Leave
• Paid parental leave for birthing and non-birthing parents
• Generous Time Off
• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) Plan
• We use our own platform and contribute 100% of employee contributions up to 5%
• Other Benefits
• 1-month paid Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Additionally, Guideline participates in the E-Verify program in certain locations, as required by law. 

Guideline is an equal opportunity employer. Applicants in need of special assistance or accommodation during the interview process can reach out to [email protected].

Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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