Customer Success Manager

Plain•San Francisco, CA

1d•Hybrid

About The Position

Plain is redefining customer support for the next generation of B2B companies, building a fast, powerful platform to help companies move beyond reactive support and build real customer relationships. Forward-thinking companies like Cursor, Ashby, Vercel, and Granola use Plain to unify customer interactions, collaborate faster, and supercharge workflows with AI. Plain is a small, tight-knit team with offices in San Francisco and London, and teammates across Europe. This role is hybrid (3 days in-office) from the San Francisco office, with workdays starting earlier (7:30-8am) to overlap with EU colleagues. The Customer Success Manager will own onboarding and account management for top-tier customers, ensuring they achieve value quickly, remain deeply engaged, and have a world-class experience. This hybrid role spans onboarding, account management, product feedback, and cross-functional collaboration, working closely with sales, product & engineering, and support. A unique aspect of this role is using Plain's product daily to support customers, with gathered feedback and insights directly shaping product development.

Requirements

Have 5+ years' experience in a Customer Success or post-sales role at an early-stage B2B SaaS company.
Know what it takes to manage high-value accounts without dropping the ball.
Love the onboarding phase, getting energy from helping customers ramp quickly, defining success criteria, and tying product adoption to real business outcomes.
Are an exceptional communicator who defaults to over-communicating, comfortable setting the tone for high-velocity interactions with customers and thriving in that rhythm.
Can juggle competing feature requests from multiple customers and turn messy feedback into structured, scoped asks that product and engineering can act on, knowing when to advocate and when to push back.
Have great product sense, understanding trade-offs, speaking credibly about roadmap priorities, and being constructive when the answer is "not right now."
Want to work closely with sales and product, not in a silo, seeing yourself as a connector across these teams.
Are excited to help build the foundations of customer success at Plain.

Nice To Haves

Can handle technical topics with ease — comfortable talking APIs, webhooks, integrations, and workflows with customers.

Responsibilities

Own onboarding and account management for top-tier customers.
Ensure customers get to value fast, stay deeply engaged with Plain, and have a world-class experience.
Work hand-in-hand with sales, product & engineering, and support.
Use Plain's product daily to power high-quality customer interactions.
Gather feedback and surface insights to directly shape product development.
Gather context from sales, lead onboarding end-to-end, and drive customers to value as quickly as possible.
Set the pace, remove blockers, and ensure every customer understands how to tie Plain to their success metrics and business cases from day one.
Build deep relationships with the most important customers.
Track health, drive renewals, and identify expansion opportunities by staying close to customer needs and future plans.
Set expectations early and often with customers around high-velocity, high-volume communication.
Over-communicate on timelines, proactively share updates, and keep customers in the loop.
Advocate for customer priorities internally, influence product roadmap conversations, and ensure clear visibility into top customer needs.
Distill customer requests into actionable, scoped requests for product & engineering or push back thoughtfully when a request isn't the right fit.
Work with sales on handoffs and expansion conversations.
Partner with product engineering to share insights, validate solutions, and close the loop with customers when their feedback ships.