Customer Success Associate | New York

Competencies

Planhat's Deployment Strategy group is scaling, and this role exists to help it scale well.

This is a supporting role, and it sits at the center of the team. Your primary job is supporting the Director in building the structure that makes our Deployment Strategists effective: planning frameworks, renewal standards, portfolio reporting, account intelligence, and whatever else the group needs as it grows. Alongside that, you support the Deployment Strategists on key accounts. You will not own the structure and you will not own the accounts. You will make both better, and you will learn more in two years than most people do in five. You will not be handed a portfolio on day one. You will earn one.

Experience matters less than drive, ambition, judgment, how fast you learn, and whether you fit how this team works. Most people who succeed here are recent graduates with a record of performing somewhere competitive, or have one to two years in a startup, consultancy or fast-growth SaaS environment.

• Structured thinker. You take an ambiguous situation, break it into parts, and come back with a recommendation rather than a list of questions.

• Comfortable with data. A CRM data model, a field mapping or a large spreadsheet doesn't intimidate you. You can tell when customer data is wrong.

• Disciplined. You close your commitments without being chased. It is the strongest predictor of success in this role.

• Credible in writing. You can write a clear paragraph to a VP. Plain, direct, no filler.

• Quick learner. Planhat is a deep product and there are no passengers here, only crew.

• Self-directed. You take initiative without waiting for direction and do well with autonomy and accountability.

• Ambitious. You want a career in enterprise customer strategy, not a first job.

Trajectory

This is the entry point into Enterprise Deployment Strategy at Planhat, with the objective of transitioning into a full Enterprise Deployment Strategist role owning a named portfolio.

• Within days: product training, account history and internal reviews. Your first weeks are internal.

• Within the first few months: you are in the room for executive customer conversations, renewal planning and escalations on accounts most people don't touch until well into their careers. You are there to absorb, not to carry the conversation. The Deployment Strategist owns the relationship and the outcome.

• Supporting the Director: you help run the operating rhythm of the Americas Enterprise team, contribute to the frameworks it runs on, turn portfolio data into something leadership can act on, and pick up the projects that keep getting deprioritized because everyone else is in accounts. The Director sets the direction. You do a lot of the building.

• Supporting a DS, day to day: preparing the ground for a renewal with the owning DS, updating account plans and stakeholder maps after a call, pulling together EBR and QBR content that holds up in front of a C-level audience, and tracking commitments to closure. The DS carries the account. You make sure they walk in prepared.

• Learning the product: real fluency in Planhat, built on live customer environments rather than a sandbox, while shadowing every Deployment Strategist on the team.

• Longer term: progressively more account-facing responsibility, then transition to a Deployment Strategist with your own portfolio.

Progression is earned on performance, not tenure.

Definition of Success

• Planhat certified and independently productive in the platform by day 90.

• Our operating rhythm measurably improves, and the improvement is attributable in part to what you helped build and refine.

• Deployment Strategists trust you inside their live customer environments without checking your work.

• Renewal preparation you contribute to is complete and review-ready ahead of the 90 day mark, consistently, and the owning DS never has to redo it.

• Deployment Strategists across the team ask for you by name on their hardest accounts.

Compensation

The salary range for this position is $50,000 to $60,000 per year. Actual salaries will vary based on factors including but not limited to location, experience and performance. The range listed is 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.