Senior Customer Success Manager

Senior CSMOur mission is to unlock value for every customer. As a Senior CSM your main objective is to own NRR on our most strategic accounts, capture expansion, and advise senior revenue leaders.CompetenciesOur team comes from diverse backgrounds, the common denominator is drive and ambition. You've spent a minimum of 5+ years in high-performance environments like management consulting, enterprise sales, or a fast-growth startup, where clear thinking, fast execution, and accountability to outcomes were non-negotiable. You have a proven track record managing a portfolio of enterprise customers and have been consistently promoted and entrusted with increasing responsibility. You bring strong business acumen, genuine curiosity about AI and the SaaS landscape, and a winner's mentality with a track record in competitive sports, academics, or other arenas that proves you're top talent who rises to every challenge.Commercially focused: you think in terms of revenue and business outcomes and can engage with senior enterprise stakeholders on the metrics and strategies that impact their bottom lineComfortable owning the full outcome: you connect product adoption to measurable business impact and view customer outcomes as a direct reflection of your workSelf-directed and adaptable: you take initiative without waiting for direction, learn quickly, and thrive when given autonomy and accountability over strategic accountsTech-savvy curiosity: you're naturally interested in how technology and AI can create leverage, improve decisions, and shape new ways of workingHighly ambitious: you set challenging goals and execute with urgency, driven by growth for both your customers and yourselfTrajectoryIn this role you will:Own commercial outcomes end to end on a portfolio of enterprise customers, driving retention and maximizing NRR at the highest levelDeliver measurable customer outcomes, aligning your strategy to either revenue expansion or operational efficiency and systematically tracking progressIdentify opportunities proactively, analyzing usage patterns, engagement signals, and customer health data to uncover expansion opportunities and mitigate churn risks on strategic accountsDrive product adoption as the foundation for creating long-term value and sustainable revenue growth across complex, multi-stakeholder accountsInform product and go-to-market strategy through your direct enterprise customer engagement, shaping product roadmap priorities and commercial strategyMentor and support junior CSMs within the team, raising the overall standard of customer management at PlanhatDefinition of SuccessThe ones who succeed in this role are becoming the leaders of the next decade. They own the revenue on Planhat's most strategic accounts, stay closest to the customer, and deliver the outcomes that matter most.You are continuously growing your enterprise portfolio's revenue, hitting and exceeding NRR targets quarter over quarterYou are consistently seen as a trusted advisor to senior revenue leaders at some of Planhat's most strategic accountsYou are proactively identifying expansion opportunities and acting on churn signals before they become problems at the enterprise levelYou are driving product adoption as the foundation for long-term value and sustainable revenue growth across complex, multi-stakeholder accountsYou are growing into broader commercial leadership responsibilities and actively developing junior CSMs within the teamCompensationThe OTE (base + variable) salary range for this position is $150,000 - $200,000 per year. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. Please also note the range listed is just one component of the company's total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a generous PTO policy, and other benefits.The Deployment Strategy TeamThe face of Planhat to our customers, owning the portfolio and driving outcomes, retention, and commercial growth across every account. We prioritize by risk, growth, and value, act early on expansion signals and churn risk, and take full ownership of the revenue targets we are accountable for.Los AngelesA 1928 landmark on Pacific Coast Highway, built in the Spanish Colonial Revival style and known for a generation as Thelma Todd's Sidewalk Café, a meeting place for the stars of 1930s Hollywood. It stands directly across from the beach, reached by a private bridge over the road. Behind it lie Italian gardens with a waterfall, outdoor terraces, and open views of the ocean — a stretch of coast where dolphins gather offshore.About UsWe're building the operating system for autonomous companies.The future enterprise is autonomous. Commercial processes that today depend on human effort - servicing, retaining, expanding, selling and supporting — will increasingly be automated. The companies that make this transition will pull ahead. The ones that don't won't survive. Planhat exists to make that transition real. We started bootstrapped. Customer-funded, built on discipline instead of venture capital. That foundation shaped everything: how we build, how we sell, how we think about the long game. Today, Planhat is the agentic customer platform of choice for 700+ companies — powering close to 10 million commercial relationships worldwide and billions of dollars runs through our platform. Wiz, Revolut, Nasdaq, Synthesia, Workday and Dropbox run their customer revenue through Planhat every year. The shift driving all of this: business is moving to an outcome economy. Companies of the future will not buy software alone anymore — they want outcomes, and they renew or consume more when they get them. That changes everything about what enterprise software needs to be. The winners will be the ones who build the context layer - a deep, structured, living picture of their business reality. Process automation deployed by operators — not advisors. The outcome gap is the opportunity. Context is the moat. Deployment is the differentiator. We're building all three. Our team spans the globe, anchored by offices in Los Angeles, London, and Stockholm. Join us.