Senior Customer Success Manager (EMEA)

Join Planful, a leading financial planning platform, as a Senior Customer Success Manager for the EMEA region. In this highly visible role, you will build strong relationships with strategic clients, act as a trusted advisor, and help maximize the Planful platform to meet clients' financial planning objectives. You will be responsible for delivering a successful customer experience throughout the customer lifecycle, collaborating across multiple functions, and providing proactive guidance to clients. This position offers flexible working hours, full medical benefits, and the opportunity to work from home.

• Establish and maintain strong relationships with strategic clients, acting as a trusted advisor to maximize the use of the Planful platform.
• Manage a diverse portfolio of clients, ensuring their needs are met and that they achieve ROI/value realization.
• Collaborate across multiple functions within the organization to drive client success, and provide proactive, consultative guidance to clients.
• Work at scale using “1 to many” strategies and methods
• Utilize data to identify trends, risks and opportunities
• Prioritize and focus on work required across a broad set of customers
• Proactively resolve issues that stand in the way of client success
• Strong Project & Time Management Skills and can:
• Work collaboratively and cross-functionally with all departments at Planful
• Have a strong sense of urgency and ownership to complete and manage tasks in a timely manner
• Create & oversee success plans and corresponding action plans necessary to achieve successful, value-based outcomes
• Understand the needs and objectives of the client in order to maintain strong partnership
• Provide high quality written and verbal client communications including regular business reviews
• Understand all key client contacts and develop both depth and breadth of relationships accordingly
• Relationship Management skills that allow you to:
• Provide a positive attitude to help influence the greater success of the Planful Customer Success team
• Own day-to-day relationship with the client
• Roll your sleeves up and learn the Planful technology at a proficient level
• Coordinate key project stakeholders, both internally and externally
• Think creatively about solving customer business challenges
• Have a strong executive presence to help influence and drive change with your clients
• Connect clients with other clients through various forums to drive networking and knowledge sharing
• Take pride and ownership in all that you do
• Identify new business opportunities within accounts and partner with Sales to execute upon accordingly
• Can-do attitude that enables you to:
• Proficiency in Salesforce and G-suite. Experience with AI including ChatGPT a plus
• Strong business acumen with a deep understanding of the software industry, with specific understanding of market trends, and customer needs in the EMEA region
• Excellent communication skills (both written and verbal) in English with strong presentation and facilitation skills
• 5+ years in a client-facing, Customer Success Manager role, preferably in Financial Software
• Experience in a SaaS environment
• 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
• Understanding of Finance, financial planning & reporting processes