What are the responsibilities and job description for the Enterprise Customer Director, Americas position at Planhat?
The customer platform built to acquire, service and grow lifelong customers.
Role Overview:
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.
Key Responsibilities:
Role Overview:
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.
Key Responsibilities:
- 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
- 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