Deployment Strategy Operations Lead, Planhat
$100-160k
OTE
Customer success software
Be an early applicant
Customer success software
201-500 employees
Be an early applicant
$100-160k
OTE
201-500 employees
Company mission
To help technology companies build their business and make their customers more successful.
Role
Who you are
- If you like building the machine behind high-performance teams, keep reading
- This role is for a high-intensity operator who likes building the engine, not just driving the car
- You likely have:
- Strong analytics and data instincts
- Deep comfort with AI tools and automation
- High systems thinking capability
- Bias for execution
- Ability to translate strategy into workflows
- Strong stakeholder management skills
- You are:
- Forward-thinking and AI-native
- Commercially sharp
- Technically fluent
- Comfortable with ambiguity
- Energized by building from zero
What the job involves
- We’re not looking for a traditional Ops person
- We’re building the operating system for how Planhat deploys, scales, measures, and evolves customer outcomes in the age of AI
- This role owns the programs, analytics, and systems that turn our Customer methodology into something structured, measurable, and repeatable — across post-sales and deployment
- You’ll sit at the intersection of strategy, AI, systems, and execution
- 1. Own Strategic Deployment Programs
- You will design, operationalize, and continuously improve cross-functional programs that directly impact customer outcomes
- Examples of programs include:
- Digital deployment programs
- Executive Sponsor program
- Agentic / AI use case applications inside Planhat
- Translating CS methodology into processes
- You will:
- Turn strategy into structured programs with clear success metrics
- Define workflows, ownership, reporting, and automation
- Ensure these programs are actually used (not just documented)
- Continuously refine based on performance data
- 2. Own CS Analytics & Reporting
- You will define what “CS performance” actually means — and make it visible
- Build reporting frameworks for CS effectiveness and customer outcomes
- Define leading indicators (not just lagging ones)
- Operationalize AI-driven insight into performance
- Partner with Revenue leadership to turn insights into actions
- 3. CRM & Systems Ownership
- As we simplify our systems stack, you will help design the next version of our internal revenue operating system
- Ensure data quality across customer lifecycle
- Improve system design and architecture
- Reduce manual work through automation
- Own some part of CRM hygiene and structural integrity
- What “great” looks like in this role
- Our deployment programs are structured, measurable, and evolving
- AI is embedded in how we score risk, prioritize accounts, and execute
- Reporting drives behavior — not just visibility
- Our CRM is a clean, reliable operating system
- Revenue leadership has clarity on performance without chasing data
Application process
- Applications are considered on a rolling basis
Our take
Although acquiring customers is essential for the initial growth of a company, long-term sustainable growth comes from maximising the lifetime value of existing customers. To help with this, Planhat provides a customer platform that lets clients analyse insights regarding their target audience, as well as manage workflows and drive customer experience.
Planhat distinguishes itself from other customer success software like Salesforce and Totango through its rapid deployment and easy adoption. The platform provides a range of solutions, from customisable customer health scores to management reporting and CSM team performance. It's been taken up by thousands of teams globally and its corporate customers include the likes of Consensys, Alation and Adenza.
Initially a bootstrapped company, Planhat had already built a significant business by the time it closed its first investment round in 2022. With this support, the company has focussed on scaling both its commercial and R&D functions, further developing the product and growing the business.
Freddie
Company Specialist at Welcome to the Jungle
Insights
32% employee growth in 12 months
Company
Funding (1 round)
Apr 2022
$50m
SERIES A
Total funding: $50m
Company HQ
Eastern Malibu, Malibu, CA
Leadership
Niklas Skog
(Co-Founder & Product & Engineering)Previously a Management Consultant at McKinsey & Company, a Product Manager at Meltwater Group, a Managing Director at Jobylon and COO at GlobeSoft.
Kaveh Rostampor
(Co-Founder & CEO)They are a co-founder and Board Member at Jobylon. Former Executive Director at Meltwater. Chairman of the Board and Board member of multiple global SaaS companies.
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