Customer Success

Customer Success

Full-Time

Full-Time

Hybrid

Hybrid

We're unlocking value for every customer

London, UK

Join the Customer Success team.

Planhat is a next-generation customer management system powering the new recurring revenue world. Used by tens of thousands of people every day, Planhat is fast becoming the tool of choice for the world’s most customer-centric businesses.

Join the Customer Success team.

Planhat is a next-generation customer management system powering the new recurring revenue world. Used by tens of thousands of people every day, Planhat is fast becoming the tool of choice for the world’s most customer-centric businesses.

Join the Customer Success team.

Planhat is a next-generation customer management system powering the new recurring revenue world. Used by tens of thousands of people every day, Planhat is fast becoming the tool of choice for the world’s most customer-centric businesses.

Join the Customer Success team.

Planhat is a next-generation customer management system powering the new recurring revenue world. Used by tens of thousands of people every day, Planhat is fast becoming the tool of choice for the world’s most customer-centric businesses.

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 CSMs have 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, automations; and data insights that drive business outcomes.

Relationship building is important, but our CS team is 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

Prior to joining Planhat most of our CSMs have worked in CS leadership roles at SaaS companies.

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

Competencies

Years of experience in X and Y don’t matter as much as your commercial acumen, ambition, ability to learn quickly, and determination. Your success will depend on creating value and making an impact, it typically boils down more to these kinds of competencies:

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, navigate uncertainty, and thrive in a startup environment with a ‘no excuses’ mindset.

Quick learner: you have untapped potential and want to push yourself further. You set yourself meaningful goals, navigate uncertainty, and thrive in a startup environment with a 'no excuses' mindset.



Trajectory

The CS Associate role typically transitions to a full CSM (Customer Success 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 CSMs, 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.

Get in the arena.

All roles are considered on a rolling basis.

Get in the arena.

All roles are considered on a rolling basis.