Customer Success Manager – North America

Plotline•San Francisco, CA

About The Position

Join Plotline as an early Customer Success Manager in North America and be at the forefront of delivering exceptional value to our enterprise clients as we expand internationally. As a key member of our customer success and go-to-market teams, you will work closely with top-tier customers, ensuring their successful onboarding, adoption, and long-term partnership with Plotline. About Plotline Expanding aggressively into North America as part of our global growth strategy Supporting leading apps such as Step, mFour, and more A proven, enterprise-grade app personalization platform Opportunity to shape customer success strategies with leadership and product teams About This Role As our first North American Customer Success Manager, you will guide enterprise clients throughout their Plotline journey – from onboarding and implementation to driving ongoing business impact. You will serve as their main advocate, ensuring clients are enabled, engaged, and realizing measurable value. Your partnership with sales, product, solutions, and engineering teams will be critical to bridging business and technical needs while building the foundation for Plotline’s long-term success in the market. Key Challenges You’ll Solve Onboarding Excellence: Drive smooth, timely onboarding for enterprise and mid-market clients Adoption Enablement: Ensure customers effectively leverage Plotline’s platform, features, and best practices Relationship Building: Establish strong, trust-based partnerships with client stakeholders Value Realization: Proactively identify opportunities to maximize customer ROI and satisfaction Process Improvement: Capture feedback and improve customer success workflows for North American clients Outcomes Expected Q1 Objectives: Successfully onboard and ramp up the first 5+ North American enterprise clients Q2 Objectives: Improve adoption rates and customer satisfaction metrics Year 1 Objectives: Retain and expand $2M+ of annual customer revenue; help define scalable success practices for the region

Requirements

Professional Experience
2+ years in Customer Success, Account Management, or related client-facing roles (ideally in SaaS/enterprise software)
Experience supporting enterprise customers and managing technical onboarding processes
Core Competencies
Customer Focus: Deep commitment to driving customer satisfaction and success
Communication: Outstanding written and verbal communication with both technical and business stakeholders
Relationship Management: Skilled at building trust and rapport with diverse client roles
Problem-Solving: Analytical thinker comfortable with identifying issues and driving resolutions
Collaboration: Highly organized team player eager to work cross-functionally in a fast-moving environment
Process-Oriented: Passion for building repeatable, data-driven success motions

Responsibilities

Customer Onboarding & Engagement
Lead onboarding process for new enterprise customers
Provide proactive training, enablement, and ongoing health checks
Develop success plans aligned with customer business objectives
Relationship Management
Serve as dedicated point of contact for strategic accounts
Build and maintain strong relationships with client decision-makers and champions
Advocate for client needs internally and ensure issues are resolved promptly
Value Delivery & Expansion
Monitor customer health metrics and drive product adoption
Communicate product updates, best practices, and new opportunities
Identify and support upsell/cross-sell opportunities in partnership with sales
Internal Collaboration
Coordinate closely with sales, product, and solutions architecture to deliver an integrated customer experience
Provide structured feedback to influence product and process improvements
Contribute to documentation and resources to scale success programs