Customer Sucess Manager
About The Position
Plantiful is seeking a seasoned Customer Success Manager to join its growing CS team. This role will focus on nurturing relationships with nurseries and wholesalers, ensuring they maximize their use of Plantiful's platform. The Customer Success Manager will be the primary point of contact for customers, driving adoption, identifying upsell opportunities, and gathering feedback to influence product development. This position offers the chance to work closely with experienced CSMs, a sales team familiar with the green industry, the CEO, and the engineering team in a fast-paced, small company environment where individual impact is highly visible.
Requirements
- 3+ years of experience in a CSM or Account Management role, preferably in a SaaS environment.
- Experience building collaborative relationships with customers and colleagues.
- Experience managing issues through the end-to-end support lifecycle, including writing effective bug reports.
- Ability to thrive with autonomy and ownership, driving customer relationships, upsell opportunities, and retention.
- Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment.
- Collaborative team player comfortable working with product, sales, and engineering teams.
- Excellent communication, presentation, organizational, and interpersonal skills.
Nice To Haves
- Experience serving SMB businesses.
- Experience serving industries undergoing generational change.
- Passion for plants and making a greener world.
- Knowledge of B&B (balled and burlapped) and bare root plant terminology.
Responsibilities
- Guide nurseries through implementation, from onboarding to their first order created in Plantiful, ensuring they see value quickly.
- Meet regularly with customers to drive adoption, monitor usage, deepen relationships, and identify upsell opportunities.
- Answer customer questions and troubleshoot issues in collaboration with the engineering team.
- Build support guides to empower customers to help themselves.
- Act as the voice of the nursery within Plantiful, gathering feedback and translating it into clear needs for the engineering team.
- Become an expert on Plantiful and best practices for running a successful nursery business.
Benefits
- Rapid promotion as we continue to grow and hire
- 401(k) matching
- Medical, Dental, and Vision coverage
- Unlimited PTO with a 2-week advised minimum
- Fun company offsites!
- Access to pre-tax commuter benefits
- Covered short-term disability insurance
- Access to long-term disability insurance
- Great start-up culture
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
