Customer Success Manager

Planview; Canada; On-site; CAD 100,000 - 120,000; Full time

Job summary

Planview is seeking a Senior Recruiter to lead customer success initiatives. This role involves building relationships with key stakeholders and fostering customer engagement with Planview's solutions to enhance satisfaction and retention. Candidates with substantial experience in account management or SaaS environments are encouraged to apply.

Qualifications

• 5-10 years in customer-facing roles in technology.
• 5+ years in SaaS account management or customer success.
• Proven success with enterprise clients.

Responsibilities

• Maintain strong partnerships to drive customer success.
• Develop and monitor success plans for product adoption.
• Analyze customer retention and growth.

Skills

Customer Success

Account Management

Project Portfolio Management

Interpersonal Skills

Communication

Organizational Change Management

SaaS

Education

Bachelor's degree or equivalent experience

Job description

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Senior Recruiter at Planview - Hiring in the US, Canada, EMEA, and APAC!

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.

The Opportunity

The CSM drives Planview solution adoption, retention, and growth by collaborating across teams to deliver solutions that help customers achieve desired outcomes. They maintain strong partnerships within Planview, fostering a team-focused approach to customer success. The CSM also utilizes internal tools and processes to keep management and teams updated on customer status, health, and retention forecasts.

The salary range for this position is $100,000 - $120,000 CAD per year, depending on experience and qualifications. This role may also be eligible for additional compensation, including performance-based bonuses and a comprehensive benefits package.

What You'll Do

• Build trusted advisor relationships with key stakeholders, articulating the value of Planview solutions and ensuring alignment with customer goals and business outcomes.
• Develop and monitor customer success plans to drive adoption, expansion, and long-term growth of Planview products across the customer enterprise.
• Take responsibility for customer advocacy, retention, and growth, ensuring positive customer experiences and timely issue resolution.
• Develop a comprehensive understanding of the customer’s industry, business challenges, desired business outcomes and business objectives and ensure close alignment with Planview products.
• Maintain up-to-date customer contacts, ensuring regular communication and gathering feedback to inform product development and improve customer satisfaction.
• Build executive-level relationships and collaborate with internal teams to strategize customer success, mitigate risks, and ensure alignment with customer objectives.
• Provide forecasts and business strategies to achieve targets, while analyzing customer retention, growth, and risk, and reporting to leadership.
• Advocate for Professional and Education Services sales and license expansions to drive customer adoption, and travel for customer visits and company events as required (subject to travel policies).

What You'll Bring

Required:

• 5-10 years in customer-facing roles within technology, including 5+ years in SaaS account management, customer success, sales, or consulting.
• Experience in Project Portfolio Management (PPM) or Professional Services (PS) using PPM or PSA solutions with waterfall and/or agile methodologies.
• Proven success driving customer outcomes with enterprise clients.
• Experience implementing PPM, PSA, or Lean-Agile solutions is a plus.
• Strong knowledge of Organizational Change Management, PPM/PS processes, and business strategies.
• Excellent communication, interpersonal skills, and experience working with C-level executives.
• Experience with account planning, project management, and prioritization.
• Familiarity with Customer Success best practices and CRM technologies.
• SAFe Agilist certification and Planview product experience preferred.
• Ability to travel up to 25%
• Strong team player, able to collaborate across teams in-person and virtually.
• Self-starter with the ability to thrive in a fast-paced, dynamic environment.
• Proficient in MS PowerPoint, with strong presentation and communication skills.
• Enthusiastic, flexible, and able to prioritize effectively under pressure.
• Excellent time management and ability to convey technical and business roadmaps clearly.

We encourage you to apply even if you don’t meet every requirement. If your experience aligns with the role, we’d love to hear from you!

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Industries

  Software Development

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