Job Description

Mission

Our mission is to unlock value for every customer.

Team

We empower businesses to centre their strategies around their clients by leveraging Planhat. We are redefining what customer success means in the B2B SaaS space.

The customer is at the centre of every business, and because every company is unique, our Customer Management Team has to be adaptable and impactful.

We consult on high-level strategies with business leaders, and also handle the details.

The magic doesn’t happen on slide decks, we set up the critical workflows, projects, and data insights that drive business outcomes.

Relationship building is important, but as a Customer Associate you are here to create tangible business value. Put simply, when our clients are successful, so are we:

• Churn decreases by 6% at a legal software company because Planhat unifies their data, analyses product usage patterns, and automatically flags at-risk accounts
• A Fintech startup's CS team now handles 20% more clients because we’ve helped streamline repetitive tasks like data entry and reporting

Successful Customer Associates usually have 1-2 years of commercial experience, often in scrappy startups or consulting, but we value all kinds of experience.

Competencies

The exact experience doesn’t matter as much as your drive, ability to learn quickly, and determination. Your success will depend on creating value and making an impact. It typically boils down to the following competencies:

Resilience: you're comfortable with the unknown and don’t back down from a challenge. Planhat is driven by a bold mission and big growth goals — and we know that real progress comes from people who can stay flexible, bounce back from setbacks, and keep moving forward. If you're someone who grows through change, you'll thrive here.

Quick learner: there are no passengers at Planhat, only crew. You’re ready to learn a deep product, and become a thought leader in Customer Management.

Commercially savvy: you can identify and define meaningful business goals with business leaders from just about any industry. You figure out what will help the wider CS team in achieving >100% NRR, and what will be a distraction.

Highly ambitious: you have untapped potential and want to push yourself further. You set yourself goals with focus and intent, and thrive in a startup environment with a ‘no excuses’ mindset.

Trajectory

The Customer Associate role typically transitions to a full Customer Manager role.

This programme usually runs from 12-18 months with the objective of managing a full-size customer portfolio, and transitioning to quota-carrying responsibility.

Within days: you’ll start learning the Planhat product, join customer calls with other Customer Associates and Managers, and take charge of your first action items.

Within weeks: you’ll begin to master the Planhat product, help define customer objectives, and configure their accounts.

Within months: take on full management of your own customer portfolio, and lead the onboarding process.

Location
We value in-person collaboration. This is an on-site role based at our London office.