Senior Customer Success Manager, Planhat
$150-200k
OTE
5 days a week in office
Customer success software
Job no longer available
Customer success software
201-500 employees
Job no longer available
$150-200k
OTE
5 days a week in office
201-500 employees
Company mission
To help technology companies build their business and make their customers more successful.
Role
Who you are
- Ambition: You’re ready to be a trusted advisor to enterprise global revenue and post sales leaders, and help them overcome some of their biggest commercial challenges
- Driven: The magic doesn’t happen with fancy slide decks; it comes down to your ‘whatever it takes’ attitude. Strategizing with clients is the starting point, you’re not satisfied until you’ve handled all the nitty gritty details that ensure the business impact is real
- Flexible: You like change and constant challenges. In the same morning, you help an EduTech company standardise and automate their product training, next up you’re pitching a multiyear renewal to the CFO of an energy company
- Tech-savvy: you enjoy working with software, mastering products, and driving their adoption, knowing the right level of detail to go into with different people
What the job involves
- We help people build their businesses around their clients, and unleash the capabilities of Planhat
- Our role is to understand customers’ problems and desired outcomes deeply, then help solve them through the Planhat platform
- Churn goes down 6% at a legal software company because we helped unify data from separate systems, survey qualitative customer feedback, and analyze product usage patterns
- Faced with modest growth and heavy competition, we help an enterprise CRO and CFO conduct a white space analysis using data from Planhat, this kickstarts initiatives that help increase Net Revenue Retention by 7%
- Five CS reps at a Fintech startup can handle 20% more clients; because we’re streamlining repetitive tasks like data entry and creating reports, as well as automating the onboarding of new customers
- In short, we elicit the aims and pain points of global revenue leaders, help open people’s eyes to new possibilities, and then consistently drive high-value outcomes using Planhat
- Most of our Sr. Customer Success Managers today have:
- Succeeded in a ‘closing’ role, either in sales, or CS (renewals, expansions, cross sales, upsales and churn prevention) at a B2B SaaS/fast-growth company
- Demonstrated success in managing a portfolio of Enterprise customers
- Worked hands on with a technical product, is smart, learns fast and can roll up their sleeves
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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