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 an