Senior Customer Success Manager - London

We're building the unified customer platform for growing lifelong revenue. Planhat is where data meets action. We bring sales, service, and success teams together in one system that combines enterprise-grade power with consumer-ready simplicity. Data is architected for execution. AI is commercially rooted. And the entire customer journey lives in one place. What started with two people and no funding has grown into a 200-strong team powering thousands of teams globally. Our pace is high, our standards are higher, and the opportunity to grow is unmatched. You'll be trusted early, challenged constantly, and surrounded by people who approach their work with the same intensity you do. We're ambitious, we work with our equals, and we're building the customer platform that defines the next era of B2B. Our mission is to unlock value for every customer. We help people build their businesses around their clients, and unleash the capabilities of Planhat.

Our role is to understand customers’ problems and desired outcomes deeply, then help solve them through the Planhat platform. When our clients are successful, so are we:

• Churn goes down 6% at a legal software company because we helped unify data from separate systems, survey qualitative customer feedback, and analyze product usage patterns.
• Faced with modest growth and heavy competition, we help an enterprise CRO and CFO conduct a white space analysis using data from Planhat, this kickstarts initiatives that help increase Net Revenue Retention by 7%.
• Five CS reps at a Fintech startup can handle 20% more clients; because we’re streamlining repetitive tasks like data entry and creating reports, as well as automating the onboarding of new customers.

In short, we elicit the aims and pain points of global revenue leaders, help open people’s eyes to new possibilities, and then consistently drive high-value outcomes using Planhat.

Most of our Sr. Customer Success Managers today have:

• Succeeded in a ‘closing’ role, either in sales, or CS (renewals, expansions, cross sales, upsales and churn prevention) at a B2B SaaS/fast-growth company.
• Demonstrated success in managing a portfolio of Enterprise customers.
• Owned the full enterprise lifecycle — from strategic guidance and complex project delivery through to six- or seven-figure renewals and expansion — across multi-stakeholder, executive-level relationships.
• Worked hands on with a technical product, is smart, learns fast and can roll up their sleeves.

In our Customer Success team, the value you bring to the table can’t be summed up by years of experience or a list of skills on a resume:

• Ambition - You’re ready to be a trusted advisor to enterprise global revenue and post sales leaders, and help them overcome some of their biggest commercial challenges.
• Driven - The magic doesn’t happen with fancy slide decks; it comes down to your ‘whatever it takes’ attitude. Strategizing with clients is the starting point, you’re not satisfied until you’ve handled all the nitty gritty details that ensure the business impact is real.
• Flexible - You like change and constant challenges. In the same morning, you help an EduTech company standardise and automate their product training, next up you’re pitching a multiyear renewal to the CFO of an energy company.
• Tech-savvy - You enjoy working with software, mastering products, and driving their adoption, knowing the right level of detail to go into with different people.

Success in this mission depends on strong cultural alignment, a fast ramp-up, and ongoing collaboration. We are looking for someone who can work 5 days a week from our London office.