Customer Success Manager

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 empowers finance, accounting, and business users to plan confidently, close faster, and report accurately. More than 1,500 customers, including Bose, Boston Red Sox, Five Guys, Grafton Plc, Gousto, and Specialized rely on Planful to accelerate cycle times, increase productivity, and improve accuracy. Planful is a private company backed by Vector Capital, a leading global private equity firm. Learn more at planful.com. 

About the role:

Planful is looking for a Technical Customer Account Manager to manage routine customer account tasks and support global clients in adopting new features. In this role, you will ensure customers are maximizing their use of Planful’s solutions by managing user accounts, communicating new features, and leading training sessions. Strong English communication skills are essential, as you’ll engage regularly with a global customer base to ensure smooth operations and high satisfaction. 

Requirements:

• FP&A/Accounting Expertise: Strong background in financial planning and analysis, accounting, or a related field, with experience in SaaS environments being a plus.
• Customer Success Experience: Demonstrated success with 3-5 years of experience in customer success, account management, or consulting roles, particularly with North America and EMEA-based clients.
• Technical Aptitude: Ability to understand and communicate complex software solutions related to FP&A and accounting processes.
• Global Mindset: Proven ability to work with international customers, understanding diverse cultural and business needs.
• Excellent Communication Skills: Strong written and verbal communication skills to effectively engage with stakeholders at all levels, including CFOs and finance teams.
• Problem Solver: Analytical skills and a proactive approach to resolving customer issues.
• Data-Driven Approach: Experience leveraging data to inform decision-making and customer success strategies.
• Entrepreneurial Spirit: Enthusiastic about building something new within a fast-paced, high-growth environment like Planful.
• Flexibility: Willingness to work in US hours to meet the needs of Planful’s global customer base.
• Education: Bachelor's degree in Finance, Accounting, Business Administration, or a related field, MBA or relevant certifications (e.g., CPA, CFA) are preferred, but by no means required.

Responsibilities 

• Support and nurture  long-term relationships with global customers, positioning yourself as a trusted advisor and product expert.
• Customer Retention: Provide outstanding service and guidance to ensure clients are maximizing the value of Planful, increasing satisfaction and reducing churn.
• Collaborative Problem-Solving: Partner with internal teams (Customer Success, renewals, training, product, support, sales) to resolve customer issues quickly and efficiently, providing excellent service at every touchpoint.
• Proactive Guidance: Develop customer specific understanding of their business objectives, use case and technical tools to provide insights and solutions that align with their objectives, helping them fully leverage the Planful platform.
• Data-Driven Insights: Use customer data and analytics to track engagement, identify risks, and create strategies to drive deeper product adoption and value realization.
• Establish Best Practices: Contribute to the development of scalable best practices for customer success at Planful India, supporting future growth.

Why Planful 

Planful exists to enrich the world by helping our customers and our people achieve peak performance. To foster the best in class work we’re so proud of, we’ve created a best in class culture, including:

• 2 Volunteer days,  Birthday PTO, and quarterly company Wellness Days
• 3 months' supply of diapers and meal deliveries for the first month of your  Maternity/Paternity leave
• Annual Planful Palooza, our in-person, company-wide culture kickoff - most recently held in Goa, India!
• Company-wide Mentorship program with Executive sponsorship of CFO and Manager-specific monthly training programs
• Employee Resource Groups such as Women of Planful, Parents of Planful, and many more. We encourage our teammates to bring their authentic selves to the team, and have full support in creating new ERGs & communities along the way

Experience Level

Mid Level