Note: The job is a remote job and is open to candidates in USA. Plane is an open, adaptable work management platform that helps organizations manage projects, knowledge, and requests across cloud, self-hosted, and isolated environments. The Customer Success professional will own a portfolio of accounts from onboarding through renewal and expansion, develop tailored adoption plans, monitor account health, and coordinate with sales, support, and product to resolve customer needs and renewal risks.
Responsibilities
- Own the post-sale relationship for a portfolio of accounts, from onboarding through renewal and expansion
- Build the onboarding and adoption plan for each account based on how that customer actually works, not a template that assumes everyone migrates the same way
- Run the health check on your accounts yourself: usage data, support ticket patterns, and a direct conversation, not just a dashboard color
- Work daily with sales on the handoff into your book of business, and with support and product when a customer's complaint turns out to be a real gap, carrying it back with the customer's context intact
- Decide when a stalled account needs a harder conversation about renewal risk instead of another check-in, and have that conversation before the contract forces it
- Manage a customer who has their own engineers self-hosting Plane and reading the same GitHub issues you are, because they will sometimes know about a bug before your own support team does
Skills
- You have owned a book of customer accounts post-sale, and you can walk us through one account you saved and one you lost, and what was different between them
- You can read product usage data and support history and turn it into an actual account plan, not a generic check-in
- You communicate clearly with both a champion inside a customer's org and that champion's boss, in writing and on calls
- You have run or contributed to a renewal or expansion conversation with real numbers attached, and know what it feels like when it does not go your way
- You can manage a portfolio of accounts with different needs at the same time, and you know which ones need you this week
- You have worked in customer success, account management, or a similar post-sale role at a B2B SaaS company
- You have supported customers running a self-hosted or open-source product, where the customer's own technical team is part of the relationship
- You have contributed to Plane, run it self-hosted, or used it as a customer yourself
- You have supported customers in regulated or enterprise environments where adoption depends on more than one stakeholder saying yes
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