Customer Success Manager

As a Customer Success Manager, you will manage a high-volume portfolio of customers through a tech-touch first engagement model. Your focus is to ensure customers realize value at scale by driving product adoption, engagement, and retention through structured workflows, digital experiences, and targeted interventions.

You will leverage tools like Planhat, automation, and customer signals to proactively identify risk, trigger outreach, and guide customers toward success—while partnering cross-functionally to deliver a seamless customer experience.

What you'll do

• Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model
• Deliver value through digital touchpoints, including webinars, email campaigns, in-app messaging, and group sessions
• Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption
• Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities
• Support customers in achieving their goals through structured success journeys and best practice guidance
• Identify and escalate at-risk accounts or high-impact opportunities for Sales or higher-touch CS coverage
• Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage
• Contribute to the development and optimization of scaled CS programs, content, and automation workflows
• Partner cross-functionally with Sales, Support, Product, and Marketing to improve the customer experience

What you'll bring

• 1-3 years of experience in Customer Success, Account Management, or related SaaS roles
• Bilingual in English and French and/OR Spanish
• Experience managing high-volume account portfolios or working in a scaled/tech-touch model
• Strong communication skills, with the ability to engage customers effectively in one-to-many formats
• A data-driven mindset—comfortable interpreting usage data and customer signals to inform actions
• Highly organized with the ability to manage competing priorities at scale
• Proactive, solutions-oriented, and comfortable working in a fast-paced, evolving environment
• Experience working with CRM/CS platforms (e.g., Planhat, Salesforce)

Nice to have

• Experience in digital customer engagement programs
• Familiarity with customer lifecycle automation, segmentation, and playbook design
• Knowledge of social listening, media intelligence, or marketing analytics platforms
• Experience creating or delivering customer-facing content (webinars, guides, onboarding materials)
• Basic understanding of data analytics or reporting tools