Customer Success Manager - Programs
Company
Planful
Location
Remote
Type
Full Time
Job Description
Customer Success Manager - Programs
About Us
Planful is the pioneer of financial performance management cloud software. The Planful platform, which helps businesses drive peak financial performance, is used around the globe to streamline business-wide planning, budgeting, consolidations, reporting, and analytics. Planful empowers finance, accounting, and business users to plan confidently, close faster, and report accurately. More than 1,500 customers, including 23andMe, Bose, Boston Red Sox, Five Guys, and Zappos, rely on Planful to accelerate cycle times, increase productivity, and improve accuracy. Planful is a private company backed by Vector Capital, a leading global private equity firm. Learn more at planful.com.
About the Role
To achieve our goals, we are looking for a Customer Success Manager - Programs to join our team.Ā This is a highly visible and collaborative role that leverages a programmatic & āat-scaleā approach to directly support a portfolio of customers, as well as a portfolio of service delivery partners who work with our customers.Ā Our customer success team builds strong relationships, acts as a trusted advisor, and brings technical subject matter expertise in order to help our customers maximize the Planful platform to meet their financial planning objectives.Ā Reporting to the Director of Customer Success, you will play a pivotal role in delivering exceptional customer experiences.Ā
Within your portfolio of customers, you will be responsible for overseeing a successful customer onboarding experience, maintaining ongoing business objectives, helping your clients maximize value realization from their Planful solution, partnering with sales on expansion opportunities, and ultimately ensuring the renewal of key accounts.Ā With this larger portfolio, you will work āat scale,ā by using automated, personalized outreach, AI, and a programmatic approach to support customers at these critical customer journey points.
Within your portfolio of service delivery partners, you will be responsible for overseeing partners who are providing customer success services to our customers.Ā You will ensure partners are supporting customers aligned with the overall Planful Customer Journey and Planful Customer Success model.
ResponsibilitiesĀ
- Manage and work with a portfolio of Planfulās clients and establish value-driven, outcomes-focused partnerships
- As a strategic advisor, leverage thought leadership and consultative skills with your clients to help maximize and expand the use of their Planful solution, ultimately driving customer retention, expansion, and experience/ satisfaction.
- Define and execute best-in-class, scaleable, efficient, and repeatable processes to ensure client success
- Oversee and manage Planful Service Delivery Partners as they provide our customers with customer success servicesĀ
- Collaborate cross-functionally to drive client and program success
- Be curious, provide new ideas, challenge the status quo and help make our team best in class
What you Bring to the Table
- Experience (2 years) in a client-facing role, such as customer success, account management, or program management role within the SaaS industry, preferably in the finance or FP&A domain
- Understanding of customer success principles, methodologies, and best practices
- Excellent program and project management skills with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines
- Exceptional communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels
- Analytical mindset with the ability to leverage customer data and metrics to drive actionable insights and recommendations
- Self-motivated and proactive with a strong sense of ownership and accountability
- Familiarity with financial planning and analysis processes and tools is highly desirable
- Proficiency in Microsoft Tool Suite (Powerpoint, Excel, Word), Google Tools Suite (Slides, Sheets, Docs)., Salesforce, and Gainsight
- Experience utilizing Salesforce, Gainsight, and/or Marketo to run high volume campaigns
Why PlanfulĀ
Planful exists to enrich the world by helping our customers and our people achieve peak performance. To foster the best in class work weāre so proud of, weāve created a best in class culture, including:
- 2 Volunteer days,Ā Birthday PTO, and quarterly company Wellness Days
- 3 months supply of diapers and meal deliveries for the first month of yourĀ Maternity/Paternity leave
- Annual Planful Palooza, our in-person, company-wide culture kickoff held in cities like San Diego, Denver, and most recently - Palm Desert, California!
- Team-specific offsites in cities like New York, Sonoma, or our brand new HQ based in downtown San FranciscoĀ
- Office hubs in San Francisco, Toronto, and London. We also offer benefits such as home office setup, and monthly wifi and cell phone reimbursements for all employees, in-office or remote.
- Company-wide Mentorship program with Executive sponsorship of CFO and Manager-specific monthly training programs
- Employee Resource Groups such as Women of Planful, Parents of Planful, and many more. We encourage our teammates to bring their authentic selves to the team, and have full support in creating new ERGs & communities along the way
Pay Transparency Statement
At Planful our top priority is to support our employees and ensure each individual has access to equal growth opportunities. Pay decisions take into consideration the individual's skillset, experience, knowledge, qualifications for the role, and specific work location.Ā
Our salary band for this role is $60,000 - $70,000 USD per year, dependent on working location and experience. More details about our company benefits can be found here: https://planful.com/jobs/
Date Posted
08/08/2024
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