Customer Success

Canada. Posted 2 months ago

The role

You will own a portfolio of accounts from onboarding through renewal and expansion. You will build onboarding plans, run health checks, and work with sales, support, and product teams.

What you will do

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.
Run the health check on your accounts using usage data, support ticket patterns, and direct conversation.
Work daily with sales on the handoff into your book of business.
Work with support and product when a customer's complaint turns out to be a real gap.
Decide when a stalled account needs a harder conversation about renewal risk.
Manage customers who have their own engineers self-hosting Plane.

Required qualifications

You have owned a book of customer accounts post-sale.
You can walk 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.
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.
You can manage a portfolio of accounts with different needs at the same time.

Nice to have

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.

About the company

Plane is a work management platform that brings projects, knowledge, and requests into one open, adaptable platform. It is used by teams around the world and is built for a future where humans and AI agents work together.