Manager, Deployment Strategy and Growth

Planhat; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

Planhat London seeks an ambitious Customer Success Manager to own commercial outcomes from onboarding through renewal and expansion. You will drive measurable customer outcomes by aligning product adoption with revenue growth and operational efficiency, while proactively identifying expansion opportunities.

You will engage with senior stakeholders, shape product roadmap priorities, and relentlessly pursue growth for customers and yourself in a fast-paced, AI‑driven SaaS environment.

Qualifications

• 3–5+ years in fast-paced, high-performance environments (management consulting or fast-growth startups).
• Proven track record in driving revenue growth, retention, and expansion.
• Strong business acumen with genuine curiosity about AI and the SaaS landscape.

Responsibilities

• Own commercial outcomes end-to-end across onboarding, renewal, and expansion.
• Drive measurable customer outcomes and align strategy with revenue expansion or operational efficiency.
• Identify expansion opportunities by analyzing usage patterns and health data to reduce churn.
• Drive product adoption as a foundation for long-term value and revenue growth.
• Contribute to product and go-to-market strategy through direct customer engagement.

Skills

NRR ownership

Stakeholder management

Product adoption

Autonomy

AI curiosity

Job description

Our mission is to unlock value for every customer. As a CSM your main objective is to own NRR across your portfolio, capture expansion, and help customers turn strategy into measurable outcomes.

Our team comes from diverse backgrounds, the common denominator is drive and ambition. Perhaps you've spent a minimum of 3-5 years in high-performance environments like management consulting or a fast-growth startup, where clear thinking, fast execution, and accountability to outcomes were non-negotiable. Or perhaps you have previously been a CS leader and are now looking to bring your expertise to others. You've been consistently promoted and entrusted with increasing responsibility. You bring strong business acumen, genuine curiosity about AI and the SaaS landscape, and a winner's mentality with a track record in competitive sports, academics, or other arenas that proves you're top talent who rises to every challenge.

Commercially focused: you think in terms of revenue and business outcomes and can engage with senior stakeholders on the metrics and strategies that impact their bottom line

Comfortable owning the full outcome: you connect product adoption to measurable business impact and view customer outcomes as a direct reflection of your work

Self-directed and adaptable: you take initiative without waiting for direction, learn quickly, and thrive when given autonomy and accountability

Tech-savvy curiosity: you're naturally interested in how technology and AI can create leverage, improve decisions, and shape new ways of working

Highly ambitious: you set challenging goals and execute with urgency, driven by growth for both your customers and yourself

Trajectory

In this role you will:

Own commercial outcomes end to end, managing customers from onboarding through renewal and expansion, driving retention and maximizing NRR

Deliver measurable customer outcomes, aligning your strategy to either revenue expansion or operational efficiency and systematically tracking progress

Identify opportunities proactively, analyzing usage patterns, engagement signals, and customer health data to uncover expansion opportunities and mitigate churn risks

Drive product adoption as the foundation for creating long-term value and sustainable revenue growth

Inform product and go-to-market strategy through your direct customer engagement, shaping product roadmap priorities and commercial strategy

Definition of Success

The ones who succeed in this role are becoming the leaders of the next decade. They own the revenue, stay closest to the customer, and deliver the outcomes that matter most.

You are continuously growing your portfolio's revenue, hitting and exceeding NRR targets quarter over quarter

You are consistently seen as a trusted advisor to revenue leaders, helping them translate strategy into measurable outcomes

You are proactively identifying expansion opportunities and acting on churn signals before they become problems

You are driving product adoption as the foundation for long‑term value and sustainable revenue growth

You are growing into broader commercial leadership responsibilities within the team

The Deployment Strategy team

The face of Planhat to our customers, owning the portfolio and driving outcomes, retention, and commercial growth across every account. We prioritize by risk, growth, and value, act early on expansion signals and churn risk, and take full ownership of the revenue targets we are accountable for.

London

Recently completed, with a rooftop that opens onto St Pancras and the skyline beyond. The office sits in the Knowledge Quarter at King's Cross — a single square mile home to around a hundred academic, research and commercial institutions, with Google DeepMind, OpenAI and Anthropic among the immediate neighbours. Coal Drops Yard and Granary Square are a few minutes along the canal.

About us

We're building the operating system for autonomous companies.

The future enterprise is autonomous. Commercial processes that today depend on human effort - servicing, retaining, expanding, selling and supporting — will increasingly be automated. The companies that make this transition will pull ahead. The ones that don't won't survive. Planhat exists to make that transition real. We started bootstrapped. Customer-funded, built on discipline instead of venture capital. That foundation shaped everything: how we build, how we sell, how we think about the long game. Today, Planhat is the agentic customer platform of choice for 700+ companies — powering close to 10 million commercial relationships worldwide and billions of dollars runs through our platform. Wiz, Revolut, Nasdaq, Synthesia, Workday and Dropbox run their customer revenue through Planhat every year. The shift driving all of this: business is moving to an outcome economy. Companies of the future will not buy software alone anymore — they want outcomes, and they renew or consume more when they get them. That changes everything about what enterprise software needs to be. The winners will be the ones who build the context layer - a deep, structured, living picture of their business reality. Process automation deployed by operators — not advisors. The outcome gap is the opportunity. Context is the moat. Deployment is the differentiator. We're building all three. Our team spans the globe, anchored by offices in Los Angeles, London, and Stockholm. Join us.