Sr. Customer Success Manager

Planview has one mission: to build the future of connected work, from ideas to impact.

As the global leader in work and resource management, Planview helps organizations accelerate the achievement of what matters most, supporting our customers from need to speed, from passion to progress, and from overhead to optimization. We provide the industry’s most comprehensive solutions designed for strategic planning, portfolio and resource management, Lean and Agile delivery, product portfolio management, capability, and technology management (enterprise architecture), innovation management, and collaborative work and project management. Our connected platform of solutions underpins the business and digital transformations of more than 4,500 customers globally, including 59 of the Fortune 100.

At Planview, our people connections drive our innovation and success. Our global team of 1400+ work remotely and across our offices including Austin, Vancouver, Hod Hasharon, Bangalore, Sydney, and Stockholm. We’re proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.

Learn more about our portfolio at planview.com, and connect with us on LinkedIn, Instagram, and X.

• Be responsible for complex customers with USD $150k+ ARR with a total portfolio of USD $4mil+ ARR.
• Be responsible for assigned customer retention, growth & advocacy.
• Own customer experience and communication.
• Drive customer adoption and successful expansions of Planview throughout the enterprise.
• Develop trusted advisor relationships and articulate value of the Planview solutions to the enterprise customer sponsors and stakeholders.
• Gain deep understanding of the customers business requirements and ensure Planview products are aligned with the customer's business strategy, helping them to achieve specific and measurable business outcomes.
• Provide solutions to issues in creative and effective ways.
• Partner with sales to enable up-sells, cross-sells, and expansions of professional services and licenses to grow customers adoption and product usage.
• Engage with customers and our Professional Services department to develop system design, functional and technical specifications to meet customer functionality, reporting, customisation and integration requirements.
• Relentlessly serve as the customer advocate to Planview, ensuring high customer satisfaction.
• Provide feedback to Product and Engineering regarding customer requests, emergencies, or unmet product needs to represent the voice of the customer and shape the product roadmap development.
• Establish and oversee Senior Management and Executive relationships with customers.
• Provide timely forecast, retention risks and customer growth analysis to Planview executive team.
• Independently mitigate customer retention risks and serve as an escalation lead leveraging appropriate Planview resources as required.
• Mentor and coach CSM colleagues.
• Lead the collaboration with internal colleagues such as Account Executives, Solutions Consultants, Professional Services, Product, Engineering and Customer Care to meet customer needs.
• Be accountable for customer health and provide ongoing monitoring and management including leading the resolution of remediation plans.

• Five (5) years in customer facing roles for software, technology or consulting companies.
• Five (5) years of experience in SaaS account management, customer success, technical account management, consulting, or large PMO.
• Domain expertise in the Project Portfolio Management (PPM) or Professional Services (PS) space using a PPM or Professional Service Automation (PSA) solutions working with either Waterfall or Agile methodologies.
• Experience implementing and/or configuring SaaS solutions, especially PPM or PSA software.
• Overall knowledge of SaaS, delivery methodologies and software architecture.
• Leading PPM practices and related SaaS offerings.
• Organizational Change Management, PPM/PS business processes and business strategies.

Whether you have some, or all of these, we want to hear from you if you believe your background and experience might be a fit!