Customer Success Manager

About Us

Planful is the pioneer of financial performance management cloud software. The Planful platform helps businesses drive peak financial performance, streamlining business-wide planning, budgeting, consolidations, reporting, and analytics. Planful’s award-winning AI capabilities accelerate decision-making, helping Planful users in over 100 countries to close faster, accelerate cycle times, increase productivity, and improve accuracy. Planful is a private company with more than 1,500 customers, including Bose, Boston Red Sox, Five Guys, Grafton Plc, Gousto, and Specialized, and is backed by Vector Capital, a leading global private equity firm.

About The Role

To achieve our goals, we are looking for a Customer Success Manager to join our team. This is a highly visible role, working with our most prestigious clients. By building strong relationships, acting as a trusted advisor, and bringing technical subject matter expertise, you will help maximize the Planful platform to meet clients' financial planning objectives. As the Customer Success Manager, you will be responsible for maintaining ongoing business objectives, helping your clients maximize value realization from their Planful solution, giving support for a successful onboarding experience, and ultimately ensuring the renewal of key accounts. Through strong leadership, you will manage the overall relationship with your clients, and closely partner with Sales on expansion opportunities. As part of this expanding team, you will also bring your experiences and thought leadership to help build out scalable and repeatable processes to be leveraged across our customer base.

Responsibilities

• Manage and work with a diverse portfolio of Planful’s clients and establish value-driven, outcomes-focused partnerships.
• Collaborate and manage across multiple functions including support, sales, product, engineering, and senior leadership to drive client success.
• Define and execute best-in-class, scalable, and repeatable processes to ensure client satisfaction.
• Provide proactive, consultative guidance to clients regarding the highest and best use of Planful.
• Leverage knowledge in common Financial Planning, Reporting, Consolidation, and Forecasting processes to “connect the dots” of client challenges with Planful capabilities.
• Use thought leadership and consultative skills with your clients to help maximize and expand the use of their Planful solution.
• Develop a deep understanding of client business objectives, use cases, technical ecosystems, and business requirements. Act as the “Voice of the Customer” to communicate customer needs and/or opportunities to internal stakeholders such as product, marketing, and support.
• Provide escalation support as needed to ensure client satisfaction.
• Successfully utilize data to identify risks and opportunities within a customer's adoption of Planful. Utilize Gainsight, SFDC, and other Customer Success-specific tools to document, collaborate, and manage customer interactions.

What You Bring To The Table

• Strong project and time management skills, including the ability to create and oversee success plans and corresponding action plans necessary to achieve successful, value-based outcomes.
• A strong sense of urgency and ownership to complete and manage tasks in a timely manner.
• Proactively resolve issues that stand in the way of client success.
• Work collaboratively and cross-functionally with all departments at Planful.
• Prioritize and focus on work required across a broad set of customers.
• Utilize data to identify trends, risks, and opportunities.
• Work at scale using "1 to many" strategies and methods.
• Relationship management skills that allow you to own day-to-day relationships with the client, understand the needs and objectives of the client in order to maintain strong partnerships, coordinate key project stakeholders, both internally and externally, provide high-quality written and verbal client communications including regular business reviews, identify new business opportunities within accounts and partner with Sales to execute upon accordingly, understand all key client contacts and develop both depth and breadth of relationships accordingly, connect clients with other clients through various forums to drive networking and knowledge sharing, and have a strong executive presence to help influence and drive change with your clients.
• A can-do attitude that enables you to roll your sleeves up and learn the Planful technology at a proficient level, think creatively about solving customer business challenges, provide a positive attitude to help influence the greater success of the Planful Customer Success team, take pride and ownership in all that you do.

Preferred Qualifications

• 5+ years in a client-facing, Customer Success Manager role in Financial Software.
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.
• Proficiency in Gainsight, Salesforce, and G-suite.
• Experience with AI including ChatGPT a plus.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) and lead sponsors/stakeholders to the solution of business process and/or technical problems.
• Experience in a SaaS environment.
• Understanding of Finance, financial planning & reporting processes.

Why Planful

Planful exists to enrich the world by helping our customers and our people achieve peak performance. To foster the best-in-class culture we're so proud of, we've created a best-in-class culture, including 2 volunteer days, birthday PTO, and quarterly company wellness days. We offer 3 months of diapers and meal deliveries for the first month of your maternity/paternity leave, an annual Planful Palooza, our in-person, company-wide culture kickoff held in cities like San Diego, Denver, and most recently - Palm Desert, California! We also have office hubs in San Francisco, Toronto, and London, with home office setups and monthly WiFi and cell phone reimbursements for all employees, in-office or remote. We have a company-wide mentorship program with executive sponsorship from the CFO and manager-specific monthly training programs. We also 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. Our salary band for this role is $95,000 - $115,000 USD per year, dependent on working location and experience. More details about our company benefits can be found here: https://planful.com/jobs/.