Senior Customer Success Manager

Competencies

Our 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 line

• Comfortable owning the full outcome: you connect product adoption to measurable business impact and view customer outcomes as a direct reflection of your work

• Self-directed and adaptable: you take initiative without waiting for direction, learn quickly, and thrive when given autonomy and accountability over strategic accounts

• Tech-savvy curiosity: you're naturally interested in how technology and AI can create leverage, improve decisions, and shape new ways of working

• Highly ambitious: you set challenging goals and execute with urgency, driven by growth for both your customers and yourself

Trajectory

In this role you will:

• Own commercial outcomes end to end on a portfolio of enterprise customers, driving retention and maximizing NRR at the highest level

• Deliver measurable customer outcomes, aligning your strategy to either revenue expansion or operational efficiency and systematically tracking progress

• Identify opportunities proactively, analyzing usage patterns, engagement signals, and customer health data to uncover expansion opportunities and mitigate churn risks on strategic accounts

• Drive product adoption as the foundation for creating long-term value and sustainable revenue growth across complex, multi-stakeholder accounts

• Inform product and go-to-market strategy through your direct enterprise customer engagement, shaping product roadmap priorities and commercial strategy

• Mentor and support junior CSMs within the team, raising the overall standard of customer management at Planhat

Definition of Success

The 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 quarter

• You are consistently seen as a trusted advisor to senior revenue leaders at some of Planhat's most strategic accounts

• You are proactively identifying expansion opportunities and acting on churn signals before they become problems at the enterprise level

• You are driving product adoption as the foundation for long-term value and sustainable revenue growth across complex, multi-stakeholder accounts

• You are growing into broader commercial leadership responsibilities and actively developing junior CSMs within the team

Compensation

The OTE (base + variable) salary range for this position is $120,000 - $170,000 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.