Customer Success Manager - EMEA
- Applications are considered on a rolling basis
- Multiple locations
Planhat is looking for an experienced Customer Success Manager to join us on our journey as we are revolutionizing Customer Success. We are in a hyper-growth phase, with a platform that is loved and used by thousands of users across the world. This is a great opportunity to join an experienced and global team in an expansive phase.
As a CSM at Planhat, you will be working with leading SaaS companies and be their trusted advisor in everything related to Customer Success. We're looking for a passionate person who can make a direct connection between our customers' strategic goals and how our platform is used. You will configure Planhat to drive key processes, build relationships, and drive business results for our customers.
You will be managing a portfolio of customers, driving the initial implementation and integration, educating customers about new functionalities, best practices, industry developments, and helping increase the value Planhat delivers to their business.
As we already have Planhatters in the UK and Sweden, and would like to increase our presence there to best serve our customers - preferred candidate's location for this role is London/Stockholm. Majority of work can be done remotely but we see a value in being able to easily bring the team together from time to time.
Responsibilities
- Drive our customers' success by adopting our products
- Oversee the customer lifecycle including onboarding, adoption, success, and renewal
- Drive usage by Planhat users, analyze customer behavior, and drive outcomes
- Own renewals & expansion for your portfolio
- Work with our technology, marketing, and sales team to meet our customers' expectations
Skills & Requirements
Who we’re looking for
- Minimum 5 years experience working as CSM, ideally at a B2B SaaS company. Most of our CSMs today have 6-8 y experience in B2B SaaS.
- Experience of being in a ‘closing’ role, either in new business sales or by being responsible for up-sell and renewals
- Tech-savvy—quickly pick up on and explain technical products
- Excellent communication skills, verbal and written in English and French/Swedish/Dutch *Deep understanding of and interest in Customer Success
- Self-driven, proactive in nature
- A relationship builder with experience in building strong relationships with C-level executives and other key stakeholders
Bonus points
- Thrive in an environment where fast pace and change are the norms
- Want to change the status quo - constant focus on improving the customer experience and communicating areas for improvement throughout our global organization
- Previous management experience is a strong bonus.
Great Place to Work
Flexible Work Location
Paid Parental Leave
Flexible Public Holidays
Flexible Working Hours
Extended Leave
Meet-ups & Workations
About the company
Planhat helps companies deal with their most important topic - to grow their NRR. Modern technology companies build their business on Planhat to make their customers more successful. A single platform for the entire company, from CS to Product to Operations, to collaborate on.
Our customers are active in in a wide range of verticals from SaaS to cybersecurity, life sciences, marketplace, consulting, decarbonization, dental equipment, and everyday trying to execute on their vision. They all partner with Planhat for their unique reasons, but with the common goal centered around becoming more data-driven and proactive with their customers. Our platform is like a lego set - assembled to each person's imagination and liking.
We were founded in Stockholm, Sweden, spent the first 6 years bootstrapped building the product, and are now a globally distributed team of 100+ people across Europe, the Americas, and APAC. We're also a remote-first company (and have been since inception), but think of it more like people-first: we hire the best people where they want and need to be. Read more at www.planhat.com.
What we can give you
- Remote-first work environment | Talent is blind to borders and so are we! Occasionally Hatters will travel to meet with teammates or clients, it's all dependent on role and business needs.
- Planhat Adventures | We sponsor pop-up hubs around the globe for Hatters to gather to work and play together. Previous locations have included New York City, Colombia, Malibu, France, Greece, Georgia (the country!), and more.
- Flexible working hours | 3 factors impact when you work—customer/business needs, team working schedules, and personal preferences. We trust you to use your judgment and get your work done.
- Work-from-home setup | All employees receive a 13” Macbook Pro/Windows upon their start date with Planhat! Our Operations team will work with you to ensure you have any additional tools you need to work remotely with success.
- Flexible public holidays | We all celebrate different things in life— switch a public holiday for another day more aligned with who you are and what’s important to you.
- Paid parental leave | Up to 6 months, pending tenure with Planhat. As with all of our other policies, it’s gender neutral. Also applicable to adoptive parents.
- The other stuff | No one knows better than you what sets you up for success; spend more time in one of our office or pop-up hubs, external sales training, some neat tools, attending a conference, gym cards, extra screen, whatever? We’ll only ask: “How will this be beneficial for you and your work at Planhat?” We trust managers and teams to set every individual up for success
For employees in EMEA additional benefits will depend on the country where you are based.
TOMCulture is what we say, what we do and how we treat people
GenuineNo corporate BS - just be honest
FearlessWe are bold - and we play to win
CaringBe kind to yourself and others
ImpactfulWhen you do something, do it right
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