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.
