Senior Customer Success Manager, Planful
EMEA
€90-145k
+ Bonuses/ Commission
Located in Germany
Cloud FP&A Platform for Continuous Planning
Open for applications
Cloud FP&A Platform for Continuous Planning
501-1000 employees
Open for applications
€90-145k
+ Bonuses/ Commission
Located in Germany
501-1000 employees
Company mission
Planful was founded to speed up the end-to-end financial planning and analysis process, driven by a vision of continuous planning. It fosters business-wide participation in decision-making and planning, optimising how employees navigate their organisation through frequent and complex business changes.
Role
Who you are
- Planful is seeking a highly motivated and results-driven Senior Customer Success Manager to join our team as we continue to invest in and scale the EMEA market
- 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
- 5+ years in a client-facing, Customer Success Manager role in Financial Software
- Strong business acumen with a deep understanding of the software industry, DACH specific market trends, and customer needs
- Excellent communication skills (both written and verbal) in English and German 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
What the job involves
- This is a highly visible role, working with our most strategic clients with a focus in the DACH region
- 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 Senior Customer Success Manager - EMEA, you will be responsible for delivering a successful customer experience throughout the post-implementation lifecycle
- You will achieve this by strategic consultation focused on client business objectives, developing insightful and impactful relationships with senior leadership, ensuring “day to day” client needs are being met, and ultimately that clients achieve ROI/value realization to retain and grow with Planful
- Through strong leadership, you will manage and collaborate across the Planful ecosystem, including Sales, Support and Product, to achieve these results
- As part of the rapidly expanding EMEA team, you will also share your learnings, experiences and thought leadership to help build outscalable and repeatable processes to be leveraged across our EMEA customer base
- 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, develop 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 customer's 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
Our take
Planful is driven by the conviction that continuous planning elevates the financial IQ of all parties involved. It rebranded in 2020 from 'Host Analytics' to reflect this fundamental focus on continuous planning being central to Planful's identity.
Currently, most financial institutions only have quarterly or even annual planning reviews, meaning they have to rely on outdated budget projections & financial metrics so they lag behind the curve. Planful sets itself apart through helping clients to use monthly, weekly, or more frequent cycles. This means businesses can adapt and innovate rapidly in response to events and help drive financial innovation.
Planful’s cloud financial planning and analysis solutions stand out as it delivers 90% reduced reporting time, and up to 75% reduced average time to close. This approach has led to Planful being trusted by hundreds of big-name brands, including Five Guys, Evernote, Boston Red Sox, Robinhood, and TGI Fridays, as well as hundreds of thousands of users across the world.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Feb 2020
$6.7m
SEED
Nov 2014
$25m
SERIES E
Total funding: $95.3m
Company benefits
- 12 weeks fully paid parent leave
- Flexible working hours
- Full medical, dental, vision benefits
- Work from home opportunities
- Health insurance
Company values
- Customers
- Teams
- Ownership
- Excellence
- Progress
Articles
Leadership
Grant Halloran
(CEO, not Founder)Having spent over 8 years at ANZ , Grant went onto cco-found ProductBank and Brand Manager. In 2007, he went onto become CEO of Orbis for 5 years. Since then, Grant has worked at Anaplan as CMO and OmniSci as CCO.
People progressing
Samantha joined Planful as HR & Admin Coordinator in May 2015 after working in HR for Moschip Semiconductor and Cyient. Since May 2022, she has served as Human Resources Operations Manager.
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