Planisware · 8 hours ago
Customer Success Manager
Philadelphia, PA
Full-time
Hybrid
Mid Level
$90K/yr - $110K/yr
3+ years expPlanisware is a global provider of software solutions for project and strategic portfolio management, seeking a motivated Customer Success Manager. The CSM will build and maintain strong relationships with enterprise clients, ensuring customer satisfaction and driving account growth through strategic guidance and collaboration.
Enterprise SoftwareInformation TechnologySoftware
Responsibilities
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
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
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
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.)
Manage all contract negotiations for statement of works for professional services, master service agreements, subscription agreements, amendments and renewals
Act as the voice of the customer within the company, providing feedback to the sales, services and product teams to drive continuous improvement
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
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
Collaborate with sales, professional services, product, marketing, and support teams to ensure a cohesive and exceptional customer experience
Qualification
Required
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
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
Company
Planisware
Project Portfolio Management Software
501-1000 employees
H1B Sponsorship
Planisware has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2022 (3)
2021 (1)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2024-04-18IPO
Leadership Team
Loic Sautour
Chief Executive Officer
Yves Humblot
Co-founder, board member
Recent News
2025-10-21
Company data provided by crunchbase