Customer Success Manager

About Planisware:

Planisware is a global provider of software solutions for project and strategic portfolio management. Planisware solutions are specifically designed to support product development, engineering and IT business processes. For close to 30 years, Planisware has been helping its customers to accelerate innovation, deliver operational excellence, make informed strategic business decisions and ultimately increase portfolio value and success. Today, over 1,000 companies worldwide rely on Planisware to manage their projects, resources and portfolios.

About the role:

Planisware is seeking a motivated Customer Success Manager (CSM) who will be responsible for building and maintaining strong relationships with our enterprise clients. This role is pivotal in ensuring that our customers achieve their desired outcomes while maximizing the value they get from our solutions. The CSM will serve as a trusted advisor, helping clients to navigate our products and services, and proactively addressing their needs to ensure high levels of customer satisfaction, retention, and expansion.

This role will be based out of our Philadelphia, PA office. Planisware currently has a hybrid policy of working in the office four days per week, Monday-Thursday, with remote work allowed on Friday. This is subject to change as the company sees fit.

Responsibilities:

• Relationship Management: Build and maintain strong, long-lasting relationships with enterprise clients by understanding their business goals and providing strategic guidance, acting as the face of the Planisware organization to our clients.
• Churn Protection: act as a trusted agent of change to support our clients in achieving the right level of user adoption to ensure the stickiness of Planisware and to protect from churn risks by delivering continuous and incremental value.
• Customer Trusted Advisor: Develop and nurture trusted advisor relationships with key customer stakeholders and executive sponsors to build and execute a collaborative Planisware roadmap to deliver expected benefits and high return on investment. Own a yearly roadmap, built in collaboration with our Professional Services Engagement Director and aligned with customers’ needs, priorities and opportunities for additional value. Perform a yearly exercise to build/update said roadmap and refine quarterly as needed.
• Expansion & Revenue Growth: Identify opportunities for account growth and work closely with clients to influence and accelerate expansions, while collaborating internally with Planisware teams to provide the right recommendations and guidance at the right time. Own a quarterly services sales target on all accounts under management (focusing on customers live with Planisware, selling Evolutive Support services) to help with churn prevention, to boost value realized, and to ultimately accelerate recurring revenue growth. Own all aspects of achieving said targets (pipeline management, opportunity management, cross-functional collaboration, identifying sponsors, executing paperwork, tracking delivery progress, etc.)
• Contract Management: Manage all contract negotiations for statement of works for professional services, master service agreements, subscription agreements, amendments and renewals.
• Customer Advocacy: Act as the voice of the customer within the company, providing feedback to the sales, services and product teams to drive continuous improvement.
• Reporting: Monitor customer health metrics and key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report monthly internally on customer health status, risks and opportunities.
• Training and Enablement: Conduct training sessions, collaborate with customer stakeholders (Project Management Offices, Business Owners, IT Owners, Administrators, Change Management), and provide resources to ensure clients are fully utilizing their Enterprise platform.
• Cross-Functional Collaboration: Collaborate with sales, professional services, product, marketing, and support teams to ensure a cohesive and exceptional customer experience.

Qualifications:

• Bachelor’s degree in Business, Engineering, or a related field.
• 3 years of experience in a Customer Success Manager, Account Manager, or similar role, preferably in an Enterprise SaaS environment.
• Proven track record of managing and growing enterprise-level accounts.

Preferred Skills:

• Excellent communication (written and spoken) and interpersonal skills.
• Ability to build strong relationships with stakeholders at all levels.
• Strong problem-solving skills and the ability to navigate complex customer environments.
• Strong understanding of SaaS business models and customer lifecycle management.
• Strong work ethic and ability to work efficiently in autonomy.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Knowledge of best practices in Customer Success, especially in Enterprise Software.
• Strong organizational, project management and cross-functional collaboration skills.
• Proficiency with Microsoft Office suite, Salesforce and Planisware tools preferred.

Benefits:

• 3 weeks paid vacation
• Paid holidays
• Up to 4 months maternity leave
• Paternity leave
• Life, short and long-term disability insurance
• Company annual kick-off trip
• 401(k) plan with company variable contribution
• Health, dental, and vision insurance
• FSA plan, including employer contribution
• Cell phone and internet allowances
• Quarterly events/monthly happy hour
• Company charitable donation match
• Community outreach
• Tuition assistance program
• Graduate program