Enterprise Customer Director, Planhat
Americas
$130-180k
OTE
Customer success software
Open for applications
Customer success software
201-500 employees
Open for applications
$130-180k
OTE
201-500 employees
Company mission
To help technology companies build their business and make their customers more successful.
Role
Who you are
- 5+ years in a leadership role (Director-level or above) in Customer Management or Customer Success within enterprise B2B SaaS, managing at least 5-10 IC's
- Proven experience managing enterprise customers and driving NRR
- Experience owning GRR, NRR and expansion targets monthly or quarterly
- Strong commercial mindset and experience building growth strategies for strategic accounts
- Excellent relationship-building skills, especially with executive stakeholders
- Highly organized and data-driven: comfortable operating from customer metrics, product usage, and health data
- Hands-on attitude: you’re not afraid to jump in and do the work when needed
- Experience scaling teams in a fast-growing startup environment
What the job involves
- We’re seeking a commercial leader to run our Enterprise Customer Management team across the Americas. In this role, you will own adoption, retention, expansion, and health metrics for our largest customers. You will lead a team, build strategic plans, and get scrappy — diving into the details when needed to drive meaningful impact
- Lead and grow a senior and high-performing Enterprise Customer Management team (Customer Managers & Technical Deployment Leads) supporting our top-tier accounts
- Own and fully execute renewals, expansion, and customer health goals for strategic enterprise clients
- Develop and execute enterprise customer strategies, tailored to large and complex accounts
- Build and nurture executive-level relationships (C-level, VP) with customers, ensuring Planhat aligns with their business outcomes
- Lead QBRs, success plans, and executive business reviews to demonstrate value
- Collaborate with Sales, Product, Professional Services, and Support to ensure a seamless customer journey
- Get tactical: step in on critical accounts, resolve escalations, and mentor your team on execution
- Use data to drive decision-making: monitor health metrics, adoption patterns, and risk, then take proactive action
- Contribute to global CS strategy, sharing learnings and scaling best practices
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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