Senior Customer Success Manager
About The Position
In this role you will own commercial outcomes end to end on a portfolio of enterprise customers, driving retention and maximizing NRR at the highest level. You will deliver measurable customer outcomes, aligning your strategy to either revenue expansion or operational efficiency and systematically tracking progress. You will identify opportunities proactively, analyzing usage patterns, engagement signals, and customer health data to uncover expansion opportunities and mitigate churn risks on strategic accounts. You will drive product adoption as the foundation for creating long-term value and sustainable revenue growth across complex, multi-stakeholder accounts. You will inform product and go-to-market strategy through your direct enterprise customer engagement, shaping product roadmap priorities and commercial strategy. You will mentor and support junior CSMs within the team, raising the overall standard of customer management at Planhat.
Requirements
- Minimum of 5+ years in high-performance environments like management consulting, enterprise sales, or a fast-growth startup
- Proven track record managing a portfolio of enterprise customers
- Strong business acumen
- Genuine curiosity about AI and the SaaS landscape
- Winner's mentality with a track record in competitive sports, academics, or other arenas
- Commercially focused: think in terms of revenue and business outcomes and can engage with senior enterprise stakeholders on the metrics and strategies that impact their bottom line
- Comfortable owning the full outcome: connect product adoption to measurable business impact and view customer outcomes as a direct reflection of your work
- Self-directed and adaptable: take initiative without waiting for direction, learn quickly, and thrive when given autonomy and accountability over strategic accounts
- Tech-savvy curiosity: naturally interested in how technology and AI can create leverage, improve decisions, and shape new ways of working
- Highly ambitious: set challenging goals and execute with urgency, driven by growth for both your customers and yourself
Responsibilities
- Own commercial outcomes end to end on a portfolio of enterprise customers, driving retention and maximizing NRR at the highest level
- Deliver measurable customer outcomes, aligning your strategy to either revenue expansion or operational efficiency and systematically tracking progress
- Identify opportunities proactively, analyzing usage patterns, engagement signals, and customer health data to uncover expansion opportunities and mitigate churn risks on strategic accounts
- Drive product adoption as the foundation for creating long-term value and sustainable revenue growth across complex, multi-stakeholder accounts
- Inform product and go-to-market strategy through your direct enterprise customer engagement, shaping product roadmap priorities and commercial strategy
- Mentor and support junior CSMs within the team, raising the overall standard of customer management at Planhat
Benefits
- Generous PTO policy
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
