Customer Success Manager (12-month Fixed Term Contract)

Planview; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A global leader in work management solutions is seeking a Customer Success Manager to enhance solution adoption and customer retention. The ideal candidate has extensive experience in customer-facing roles within the technology sector, particularly SaaS, and excels at building relationships with key stakeholders. This role offers generous PTO, flexible working hours, and opportunities for career growth.

Benefits

Unplugged Days: 4 paid days off per year

Generous PTO offerings

Region specific competitive benefit plans

Paid time to volunteer

Employee Referral bonus program

Weekly office lunches for hybrid team members

Flexible work hours/environment

Qualifications

• 5-10 years in customer-facing roles within technology, including 5+ years in SaaS.
• Experience in Project Portfolio Management (PPM) or Professional Services (PS).
• Strong knowledge of Organizational Change Management and business strategies.

Responsibilities

• Build trusted advisor relationships with key stakeholders.
• Develop and monitor customer success plans to drive adoption.
• Ensure positive customer experiences and timely issue resolution.

Skills

Customer success management

SaaS account management

Project Portfolio Management

Communication

Interpersonal skills

Education

Bachelor's degree (BA/BS)

Tools

CRM technologies

MS PowerPoint

Job description

Company Overview

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.

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:

• Bachelor’s degree (BA/BS).
• 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%

Desired:

• 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.
• Bilingual in French/English is a plus.

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!

Benefits at Planview

At Planview, you’ll join our global team and culture which reflects the vibrant communities in which our employees live and work. To support you at Planview, you will enjoy:

• Unplugged Days: 4 company-wide paid days off per year to recharge and relax.
• Generous PTO offerings (region dependent).
• Region specific competitive benefit plans to support you at any life stage including parental leave, retirement, medical plans, wellness support, and remote work support.
• Paid time to volunteer through Planview’s Force for Good Week.
• Employee Referral bonus program.
• Weekly office lunches for hybrid team members and social events.
• Flexible work hours/environment.

Now is a great time to join our team. If you are looking for a place to grow your career, innovate with best-in-class solutions, and build the future of connected work, Planview is the right place for you!

Diversity, Equity and Inclusion at Planview

As part of our efforts to build a workforce with diverse talent, we encourage applications from Indigenous, Black, and other racialized communities, 2SLGBTQIA+ communities, people with neurodivergence, immigrants, people with disabilities, and other equity deserving groups. In addition to building a diverse workforce, we are committed to fostering an inclusive and accessible experience. Reasonable accommodations for the interview process can be requested by emailing [e-mail].