Customer Success Manager

Plantiful•New York City, NY

1d•Hybrid

About The Position

Plantiful is building the operating system for the nursery and horticulture industry. Plants make their way to backyards, parks, and landscapes through a supply chain of skilled, passionate growers and wholesalers, many of whom run on thin margins with spreadsheets and decades-old tools. We're replacing that patchwork with one modern system where production, sales, fulfillment, and finances run together. Founded in 2022, Plantiful was built on hundreds of conversations with growers, wholesalers, and retailers across the country, and that's still how we build today: in the field, in the greenhouse, and on the loading dock, with the people doing the work. Our customers range from container nurseries and field-grown tree farms to native plant growers and retail garden centers. Our mission is simple: make plant businesses more productive, because healthier businesses sell more plants and help make the world a greener place! The Role Nurseries run on relationships, and so do we. We're looking for a seasoned Customer Success Manager to join our growing CS team and help us keep delivering the kind of partnership our customers rave about. You'll own a book of nurseries and wholesalers, be the person they call when they want to get more out of Plantiful, and make sure what they need shapes what we build next. You'll join experienced CSMs and a tight-knit sales team who know the green industry well, and you'll work closely with our CEO and engineering team. We're still a small, fast-moving company, so your ideas will be heard and your impact will be visible from day one.

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. You enjoy being part of the customer journey and partnering with your teammates on challenging problems
You have experience in managing issues through the end-to-end support lifecycle from initial customer inquiry to triage and reproducing the issue, writing effective bug reports for the development team and inquiry resolution
Ability to thrive with autonomy and ownership. As a CSM, we’ll expect you to own the customer relationships and drive 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 the product, sales, and engineering teams
You have excellent communication, presentation, organizational, and interpersonal skills

Nice To Haves

Experience with Serving SMB businesses
Serving industries undergoing generational change
Passion for plants and making a greener world
Bonus points if you know your B&B from your bare root.

Responsibilities

Get customers up and running. Guide nurseries through implementation, from their first onboarding meeting to their first order created in Plantiful, so they see real value quickly.
Be a trusted partner. Meet regularly with customers to drive adoption, monitor usage, and deepen relationships, while spotting up-sell opportunities for them to unlock even more Plantiful capabilities.
Solve problems. Answer questions and troubleshoot issues alongside our engineering team, and build support guides that help customers help themselves.
Champion the customer. Be the voice of the nursery inside Plantiful. Gather feedback from customers in the field, translate it into clear needs internally, and help our engineers prioritize what we build next.
Know the product inside and out. Become the go-to expert on Plantiful and the best practices that help growers run better businesses.