Planhat is a leading customer success platform that helps businesses drive customer engagement, retention, and expansion. Our mission is to unlock value for every customer by enabling organizations to centralize data, streamline workflows, and leverage insights to build strong, lasting relationships. With a global customer base and a rapidly growing team, Planhat is redefining customer success.
Planhat is seeking an experienced Customer Success Manager (CSM) to join our growing team. This role will be responsible for managing and expanding relationships with mid-market and SMB customers, ensuring they maximize the value of the Planhat platform. The ideal candidate has a strong background in customer success or account management, preferably in B2B SaaS, with a commercial mindset and a consultative approach to customer engagement.
Customer Relationship Management: Build and maintain strong relationships with customers, serving as a trusted advisor and ensuring successful adoption and value realization.
Consultative Approach: Understand customer pain points, business objectives, and industry trends to drive meaningful conversations and deliver tailored solutions.
Retention & Expansion: Proactively identify opportunities for upselling, cross-selling, and expansion to increase Net Revenue Retention (NRR) and mitigate churn risk.
Process & Strategy Development: Assist customers in developing scalable customer success strategies, often in environments where a formal Customer Success Platform (CSP) has not been established.
Data-Driven Insights: Leverage data analytics to provide actionable insights, optimize workflows, and help customers improve business outcomes.
Cross-Functional Collaboration: Work closely with sales, product, and support teams to ensure customer feedback is incorporated into platform improvements.
Training & Enablement: Conduct training sessions, onboarding programs, and workshops to maximize customer engagement and product adoption.
5+ years of experience in Customer Success, Account Management, or Sales in a B2B SaaS or fast-growth startup environment.
Demonstrated success managing a portfolio of customers, driving retention, and expansion.
Strong commercial acumen, with experience in renewals, upselling, cross-selling, and churn prevention.
Previous experience in a closing role (CSM, AM, or AE) is highly preferred.
Ability to navigate complex customer environments, including enterprise-level stakeholders.
Experience working with customer data, analytics, and data platforms is a plus.
Technical aptitude and ability to understand and communicate complex solutions effectively.
Excellent communication and stakeholder management skills.
Comfortable working in a fast-paced, high-growth environment.
Experience leading a customer success or account management team.
Background in building and implementing customer success processes and strategies.
Previous experience in a startup or high-growth company is highly desirable.
Familiarity with Planhat or similar customer success platforms.
Ambitious: You are a high performer who thrives in a challenging environment.
Driven: You take ownership and go above and beyond to ensure customer success.
Flexible: You enjoy variety and are comfortable managing diverse customers and industries.
Consultative: You approach customer engagement with a problem-solving and strategic mindset.
Tech-Savvy: You enjoy working with data and software, mastering new tools quickly.
Planhat is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with applicable laws. This position is open to all qualified applicants legally entitled to work in the United States.
If you are a strategic, commercially driven CSM with a passion for driving customer outcomes, we would love to hear from you!
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