About the role
Who you are
- 5+ years in a leadership role (Director-level or above) in Customer Management or Customer Success within enterprise B2B SaaS, managing at least 5-10 IC's
- Proven experience managing enterprise customers and driving NRR
- Experience owning GRR, NRR and expansion targets monthly or quarterly
- Strong commercial mindset and experience building growth strategies for strategic accounts
- Excellent relationship-building skills, especially with executive stakeholders
- Highly organized and data-driven: comfortable operating from customer metrics, product usage, and health data
- Hands-on attitude: you’re not afraid to jump in and do the work when needed
- Experience scaling teams in a fast-growing startup environment
What the job involves
- We’re seeking a commercial leader to run our Enterprise Customer Management team across the Americas. In this role, you will own adoption, retention, expansion, and health metrics for our largest customers. You will lead a team, build strategic plans, and get scrappy — diving into the details when needed to drive meaningful impact
- Lead and grow a senior and high-performing Enterprise Customer Management team (Customer Managers & Technical Deployment Leads) supporting our top-tier accounts
- Own and fully execute renewals, expansion, and customer health goals for strategic enterprise clients
- Develop and execute enterprise customer strategies, tailored to large and complex accounts
- Build and nurture executive-level relationships (C-level, VP) with customers, ensuring Planhat aligns with their business outcomes
- Lead QBRs, success plans, and executive business reviews to demonstrate value
- Collaborate with Sales, Product, Professional Services, and Support to ensure a seamless customer journey
- Get tactical: step in on critical accounts, resolve escalations, and mentor your team on execution
- Use data to drive decision-making: monitor health metrics, adoption patterns, and risk, then take proactive action
- Contribute to global CS strategy, sharing learnings and scaling best practices
About Planhat
Planhat is a customer platform that provides software and services to help organizations grow lifelong customers. Our platform powers sales, service and customer success products that scale with our customers’ needs all the way from startup to household name and beyond. Each day worldwide, over 2.6 million customers are attracted, engaged and delighted with our intuitive yet flexible system of action.
The Planhat platform empowers everyone in your organization to consolidate, analyze and act on all your data, becoming more customer-centric and data-driven than ever before. From rolling out autonomous transport systems to distributing new medicines, we’re proud to help make our customers better at what they do best.
Alongside our customers, we’re building at the forefront of healthcare & life sciences, finance, connected business, and more. And we need curious, daring minds to help us.
About the role
Who you are
- 5+ years in a leadership role (Director-level or above) in Customer Management or Customer Success within enterprise B2B SaaS, managing at least 5-10 IC's
- Proven experience managing enterprise customers and driving NRR
- Experience owning GRR, NRR and expansion targets monthly or quarterly
- Strong commercial mindset and experience building growth strategies for strategic accounts
- Excellent relationship-building skills, especially with executive stakeholders
- Highly organized and data-driven: comfortable operating from customer metrics, product usage, and health data
- Hands-on attitude: you’re not afraid to jump in and do the work when needed
- Experience scaling teams in a fast-growing startup environment
What the job involves
- We’re seeking a commercial leader to run our Enterprise Customer Management team across the Americas. In this role, you will own adoption, retention, expansion, and health metrics for our largest customers. You will lead a team, build strategic plans, and get scrappy — diving into the details when needed to drive meaningful impact
- Lead and grow a senior and high-performing Enterprise Customer Management team (Customer Managers & Technical Deployment Leads) supporting our top-tier accounts
- Own and fully execute renewals, expansion, and customer health goals for strategic enterprise clients
- Develop and execute enterprise customer strategies, tailored to large and complex accounts
- Build and nurture executive-level relationships (C-level, VP) with customers, ensuring Planhat aligns with their business outcomes
- Lead QBRs, success plans, and executive business reviews to demonstrate value
- Collaborate with Sales, Product, Professional Services, and Support to ensure a seamless customer journey
- Get tactical: step in on critical accounts, resolve escalations, and mentor your team on execution
- Use data to drive decision-making: monitor health metrics, adoption patterns, and risk, then take proactive action
- Contribute to global CS strategy, sharing learnings and scaling best practices
About Planhat
Planhat is a customer platform that provides software and services to help organizations grow lifelong customers. Our platform powers sales, service and customer success products that scale with our customers’ needs all the way from startup to household name and beyond. Each day worldwide, over 2.6 million customers are attracted, engaged and delighted with our intuitive yet flexible system of action.
The Planhat platform empowers everyone in your organization to consolidate, analyze and act on all your data, becoming more customer-centric and data-driven than ever before. From rolling out autonomous transport systems to distributing new medicines, we’re proud to help make our customers better at what they do best.
Alongside our customers, we’re building at the forefront of healthcare & life sciences, finance, connected business, and more. And we need curious, daring minds to help us.