Customer Success Manager

About Us

Planful is the pioneer of financial performance management cloud software. The Planful platform, which helps businesses drive peak financial performance, is used around the globe to streamline business-wide planning, budgeting, consolidations, reporting, and analytics. Planful’s award-winning AI capabilities accelerate decision-making, helping Planful users in over 100 countries to close faster, accelerate cycle times, increase productivity, and improve accuracy. Planful is a private company with more than 1,500 customers, including Bose, Boston Red Sox, Five Guys, Grafton Plc, Gousto, and Specialized, and is backed by Vector Capital, a leading global private equity firm. Learn more at Planful.com.

About the role

To achieve our goals, we are looking for a Customer Success Manager to join our team. This is a highly visible role, working with our most prestigious clients. By building strong relationships, acting as a trusted advisor, and bringing technical subject matter expertise, you will help maximize the Planful platform to meet clients financial planning objectives.

As the Customer Success Manager, you will be responsible for maintaining ongoing business objectives, helping your clients maximize value realization from their Planful solution, giving support for a successful onboarding experience, and ultimately ensuring the renewal of key accounts. Through strong leadership, you will manage the overall relationship with your clients, and closely partner with Sales on expansion opportunities. As part of this expanding team, you will also bring your experiences and thought leadership to help build out scalable and repeatable processes to be leveraged across our customer base.

Responsibilities

• Manage and work with a diverse portfolio of Planful’s clients and establish value-driven, outcomes focused partnerships.

• Collaborate and manage across multiple functions including support, sales, product, engineering, and senior leadership to drive client success.

• Define and execute best in class, scaleable, and repeatable processes to ensure client satisfaction

• Provide proactive, consultative guidance to clients regarding highest and best use of Planful.

• Utilize your knowledge in common Financial Planning, Reporting, Consolidation and Forecasting processes to “connect the dots” of client challenges with Planful capabilities.

• Leverage thought leadership and consultative skills with your clients to help maximize and expand the use of their Planful solution

• Develop deep understanding of client business objectives, use cases, technical ecosystem and business requirements.

• Act as the “Voice of the Customer” to communicate customer needs and/or opportunities to internal stakeholders such as product, marketing and support.

• Provide escalation support as needed to ensure client satisfaction.

• Work independently and at scale to deliver a consistent and repeatable customer experience.

• Successfully utilize data to identify risks and opportunities within a customers adoption of Planful.

• Utilize Gainsight, SFDC and other Customer Success specific tools to document, collaborate and manage customer interactions.

• Be curious, provide new ideas, challenge the status quo and help make our team best in class

What you Bring to the Table

• Strong Project & Time Management Skills and can:

• Create & oversee success plans and corresponding action plans necessary to achieve successful, value-based outcomes

• Have a strong sense of urgency and ownership to complete and manage tasks in a timely manner

• Proactively resolve issues that stand in the way of client success

• Work collaboratively and cross-functionally with all departments at Planful

• Prioritize and focus on work required across a broad set of customers

• Utilize data to identify trends, risks and opportunities

• Work at scale using “1 to many” strategies and methods

• Relationship Management skills that allow you to:

• Own day-to-day relationship with the client

• Understand the needs and objectives of the client in order to maintain strong partnership

• Coordinate key project stakeholders, both internally and externally

• Provide high quality written and verbal client communications including regular business reviews

• Identify new business opportunities within accounts and partner with Sales to execute upon accordingly

• Understand all key client contacts and develop both depth and breadth of relationships accordingly

• Connect clients with other clients through various forums to drive networking and knowledge sharing

• Have a strong executive presence to help influence and drive change with your clients

• Can-do attitude that enables you to:

• Roll your sleeves up and learn the Planful technology at a proficient level

• Think creatively about solving customer business challenges

• Provide a positive attitude to help influence the greater success of the Planful Customer Success team

• Take pride and ownership in all that you do

Preferred Qualifications:

• 5+ years in a client-facing, Customer Success Manager role in Financial Software

• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills

• Proficiency in Gainsight, Salesforce and G-suite. Experience with AI including ChatGPT a plus.

• Demonstrated ability to influence and consult (providing options with pros, cons and risks) and lead sponsors/stakeholders to the solution of business process and/or technical problems

• Experience in a SaaS environment

• Understanding of Finance, financial planning & reporting processes

Why Planful

Planful exists to enrich the world by helping our customers and our people achieve peak performance. To foster the best in class work we’re so proud of, we’ve created a best in class culture, including:

• 2 Volunteer days, Birthday PTO, and quarterly company Wellness Days

• 3 months supply of diapers and meal deliveries for the first month of your Maternity/Paternity leave

• Annual Planful Palooza, our in-person, company-wide culture kickoff held in cities like San Diego, Denver, and most recently - Palm Desert, California!

• Team-specific offsites in cities like New York, Sonoma, or our brand new HQ based in downtown San Francisco

• Office hubs in San Francisco, Toronto, and London. We also offer benefits such as home office setup, and monthly wifi and cell phone reimbursements for all employees, in-office or remote.

• Company-wide Mentorship program with Executive sponsorship of CFO and Manager-specific monthly training programs

• Employee Resource Groups such as Women of Planful, Parents of Planful, and many more. We encourage our teammates to bring their authentic selves to the team, and have full support in creating new ERGs & communities along the way

Pay Transparency Statement

At Planful our top priority is to support our employees and ensure each individual has access to equal growth opportunities. Pay decisions take into consideration the individual's skillset, experience, knowledge, qualifications for the role, and specific work location.

Our salary band for this role is $95,000 - $115,000 USD per year, dependent on working location and experience. More details about our company benefits can be found here: https://planful.com/jobs/