Who you are

- Strong Project & Time Management Skills and can:

- Create & oversee success plans and corresponding action plans necessary to achieve successful, value-based outcomes

- Have a strong sense of urgency and ownership to complete and manage tasks in a timely manner

- Proactively resolve issues that stand in the way of client success

- Work collaboratively and cross-functionally with all departments at Planful

- Prioritize and focus on work required across a broad set of customers

- Utilize data to identify trends, risks and opportunities

- Work at scale using “1 to many” strategies and methods

- Relationship Management skills that allow you to:

- Own day-to-day relationship with the client

- Understand the needs and objectives of the client in order to maintain strong partnership

- Coordinate key project stakeholders, both internally and externally

- Provide high quality written and verbal client communications including regular business reviews

- Identify new business opportunities within accounts and partner with Sales to execute upon accordingly

- Understand all key client contacts and develop both depth and breadth of relationships accordingly

- Connect clients with other clients through various forums to drive networking and knowledge sharing

- Have a strong executive presence to help influence and drive change with your clients

- Can-do attitude that enables you to:

- Roll your sleeves up and learn the Planful technology at a proficient level

- Think creatively about solving customer business challenges

- Provide a positive attitude to help influence the greater success of the Planful Customer Success team

- Take pride and ownership in all that you do

- 5+ years in a client-facing, Customer Success Manager role in Financial Software

- Excellent communication skills (both written and verbal)



with strong presentation and facilitation skills

- Proficiency in Gainsight, Salesforce and G-suite.

Experience with AI including ChatGPT a plus

- Demonstrated ability to influence and consult (providing options with pros, cons and risks) and lead sponsors/stakeholders to the solution of business process and/or technical problems

- Experience in a SaaS environment

- Understanding of Finance, financial planning & reporting processes

What the job involves

- To achieve our goals, we are looking for a Customer Success Manager to join our team

- This is a highly visible role, working with our most prestigious clients

- By building strong relationships, acting as a trusted advisor, and bringing technical subject matter expertise, you will help maximize the Planful platform to meet clients financial planning objectives

- As the Customer Success Manager, you will be responsible for maintaining ongoing business objectives, helping your clients maximize value realization from their Planful solution, giving support for a successful onboarding experience, and ultimately ensuring the renewal of key accounts

- Through strong leadership, you will manage the overall relationship with your clients, and closely partner with Sales on expansion opportunities

- As part of this expanding team,



you will also bring your experiences and thought leadership to help build out scalable and repeatable processes to be leveraged across our customer base

- Manage and work with a diverse portfolio of Planful’s clients and establish value-driven, outcomes focused partnerships

- Collaborate and manage across multiple functions including support, sales, product, engineering, and senior leadership to drive client success

- Define and execute best in class, scaleable, and repeatable processes to ensure client satisfaction

- Provide proactive, consultative guidance to clients regarding highest and best use of Planful

- Utilize your knowledge in common Financial Planning, Reporting, Consolidation and Forecasting processes to “connect the dots” of client challenges with Planful capabilities

- Leverage thought leadership and consultative skills with your clients to help maximize and expand the use of their Planful solution

- Develop deep understanding of client business objectives, use cases, technical ecosystem and business requirements

- Act as the “Voice of the Customer” to communicate customer needs and/or opportunities to internal stakeholders such as product, marketing and support

- Provide escalation support as needed to ensure client satisfaction

- Work independently and at scale to deliver a consistent and repeatable customer experience

- Successfully utilize data to identify risks and opportunities within a customers adoption of Planful

- Utilize Gainsight, SFDC and other Customer Success specific tools to document, collaborate and manage customer interactions

- Be curious, provide current ideas, challenge the status quo and help make our team best in class

Benefits

- 12 weeks fully paid parent leave

- Flexible working hours
- Full medical, dental, vision benefits

- Work from home opportunities

- Health insurance

📌 Customer Success Manager (Canada)
🏢 Planful
📍 Canada