Customer Experience Lead

Plenful

19h•Hybrid

About The Position

Plenful is seeking a senior individual contributor to help its Customer Success team deliver measurable customer value and grow recurring revenue. The role improves how customers move from contract to activation, supports their success over time, and helps secure renewals. It uses financial modeling and AI-driven processes to provide better insight and help the team act sooner. The Customer Experience Lead also directly manages a select group of key accounts, owning customer relationships and outcomes. This account work keeps the role close to the customer experience and informs improvements across Customer Success. The position works cross-functionally to improve the customer journey and resolve issues affecting customer outcomes.

Requirements

Significant experience managing complex customer accounts and improving how a Customer Success team operates.
Track record of driving customer activation, retention, and measurable value.
Strong financial modeling skills and ability to turn analysis into sound decisions.
Experience using AI to improve workflows that people adopt and trust.
Ability to lead cross-functional work and influence outcomes without formal authority.
Comfort moving between strategic account work, analysis, hands-on building, and ongoing operational ownership.

Responsibilities

Identify patterns and risks across accounts and help Account Managers act on them to improve activation of contracted revenue and support renewals.
Manage key customer relationships, helping customers realize value sooner and build a clear case for continued partnership.
Build and evolve the activation model so Account Managers and leaders can see customer progress, commitments, and risks.
Use financial modeling to understand activation timing, customer value, revenue risk, and the resources required to deliver.
Design and own AI-driven workflows that help the team work more effectively and consistently.
Work across Sales, Finance, Product, Engineering, and Customer Success to improve the customer journey and resolve issues that affect outcomes.

Benefits

Full medical, dental, and vision insurance for the employee, with family participation.
401(k) with a company match of 50% of the first 3% contributed.
Equity for every full-time employee.
Unlimited PTO.
Daily lunch stipend of $100 per week.
Wellness stipend of $100 per month.
Commuter benefits of $100 per month for San Francisco- and New York City-based employees.
Paid parental leave.
Growth opportunities through collaboration with experienced, high-performing leaders.
Flexible hybrid work environment; the company is remote-first, with meaningful office presence in San Francisco and New York. R&D roles follow a hybrid model with two days per week in the San Francisco office.