Lead Customer Success Manager (Mid-Market & Enterprise)

Ply builds software that helps home service contractors run better businesses — starting with inventory management. We serve the trades: HVAC, plumbing, electrical. We help contractors get control of their materials, reduce waste, and run more profitable operations. We’re a close-knit team of builders who care deeply about our customers and the details that make their lives easier. We’re headquartered in New York City and backed by leading investors. Lead Customer Success Manager We’re looking for a Lead CSM who is a standout individual contributor and a natural team elevater. You’ll own a high-impact book of Mid-Market and Enterprise accounts while acting as a player‑coach — helping the team sharpen their craft without losing your own customer ownership. This is not a step into management. You’ll stay hands‑on, stay close to customers, and help shape how Customer Success operates as we scale. What You’ll Do Own and grow a book of Mid-Market and Enterprise accounts Lead onboarding, success planning, and executive QBRs Drive renewals, retention, and expansion in partnership with Sales Use customer health data to get ahead of risk before it becomes churn Forecast accurately and deliver measurable outcomes tied to business value Coach peers on deal strategy, renewal prep, objection handling, and executive conversations Contribute to playbooks, training, and CS processes that scale What We’re Looking For 6+ years in Customer Success or Account Management in B2B SaaS A track record of top performance managing Mid-Market and Enterprise accounts Proven retention and expansion results across a book of business Experience coaching, mentoring, or leading peers — formally or informally Fluency in renewals, expansion motions, and churn prevention Comfortable in executive conversations and skilled at influencing outcomes Highly organized, proactive, and data‑driven Bonus Points Player‑coach or Lead CSM experience Background in scaling CS teams Familiarity with CS platforms and CRMs Why This Role You’ll have real influence without losing what you love about the IC role. You’ll help build something — the team, the process, the playbook — at a company where your work directly shapes outcomes. The trades are an enormous, underserved market. The problems are real, the customers are grateful, and the opportunity is significant. Location New York City or Durham, NC (hybrid, in‑office) #J-18808-Ljbffr Ply