Senior Customer Success Manager

Planhat•New York, NY

8d•$120,000 - $170,000

About The Position

The Senior Customer Success Manager owns commercial outcomes for a portfolio of Planhat’s strategic enterprise customers, with a focus on retention, maximizing net revenue retention (NRR), and driving measurable customer outcomes. The role connects product adoption to business impact, either through revenue expansion or operational efficiency, and tracks progress systematically. It involves analyzing usage, engagement, and customer health data to uncover expansion opportunities and mitigate churn risks; advising senior enterprise stakeholders; and contributing customer insights to product roadmap and go-to-market strategy. The role also includes mentoring junior CSMs and supporting their development. Successful candidates are ambitious, commercially minded, adaptable, self-directed, and curious about AI and SaaS.

Requirements

At least 5 years of experience in a high-performance environment such as management consulting, enterprise sales, or a fast-growth startup.
A proven track record managing a portfolio of enterprise customers.
Evidence of consistent promotion and being entrusted with increasing responsibility.
Strong business acumen and the ability to engage senior enterprise stakeholders on metrics and strategies affecting their bottom line.
Ability to take ownership of customer outcomes and connect product adoption to measurable business impact.
Self-directed, adaptable, quick to learn, and comfortable working with autonomy and accountability.
Genuine curiosity about AI, technology, and the SaaS landscape.
High ambition, urgency, and a track record of achieving challenging goals.

Nice To Haves

A track record of achievement in competitive sports, academics, or another arena demonstrating high performance.

Responsibilities

Own commercial outcomes end to end for a portfolio of enterprise customers, driving retention and maximizing NRR.
Deliver measurable customer outcomes by aligning account strategy to revenue expansion or operational efficiency and systematically tracking progress.
Analyze usage patterns, engagement signals, and customer health data to identify expansion opportunities and mitigate churn risks.
Drive product adoption across complex, multi-stakeholder accounts to create long-term value and sustainable revenue growth.
Use enterprise customer engagement to inform product roadmap priorities and commercial strategy.
Mentor and support junior CSMs, helping raise the standard of customer management.
Build trusted-advisor relationships with senior revenue leaders at strategic accounts.
Meet and exceed NRR targets and grow enterprise portfolio revenue.