Customer Experience Lead

Plenful; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare Coverage

401(k) with Company Match

Equity

Unlimited PTO

Daily Lunch Stipend

Wellness Stipend

Commuter Benefits

Parental Leave

Job summary

Plenful is looking for a senior individual contributor to join its Customer Success team, aimed at delivering measurable customer value and growing recurring revenue. You’ll guide customers from contract to activation, support ongoing success, and secure renewals using AI-driven processes for better insight.

You’ll also directly manage select key accounts, stay close to the customer experience, and inform improvements across Customer Success.

Qualifications

• Significant experience managing complex customer accounts and improving CS operations.
• Track record of driving activation, retention, and measurable value.
• Strong financial modeling skills and turning analysis into decisions.
• Experience using AI to improve workflows that are adopted and trusted.
• Ability to lead cross-functional work and influence outcomes without formal authority.

Responsibilities

• Improve how Customer Success activates contracted revenue and supports renewals by identifying patterns and risks across accounts.
• Manage key customer relationships, helping customers realize value and renew.
• Build and evolve the activation model so teams have a clear view of progress, commitments, and risks.
• Use financial modeling to understand activation timing, customer value, revenue risk, and required resources.
• Design and own AI-driven workflows that improve team effectiveness and consistency.
• Collaborate across Sales, Finance, Product, Engineering, and CS to improve the customer journey.

Skills

Account management

Customer activation

Financial modeling

AI workflows

Cross-functional collaboration

Job description

About Plenful

Plenful is on a mission to transform healthcare operations from the inside out. Fresh off our $50M Series B and backed by Notable Capital, Bessemer Venture Partners, TQ Ventures, Susa/Kivu Ventures, and other leading investors, we’re building the category-defining AI automation platform that healthcare teams rely on to operate smarter, faster, and more efficiently. Our technology empowers healthcare operators across hospital and health systems, pharmacies and payors to eliminate manual work, reduce administrative burden, and improve compliance, all while unlocking critical revenue to fund programs for their in-need patient populations.

Built by healthcare operators for healthcare operators, Plenful is driven by a deep understanding of the challenges facing today’s care teams. We’re passionate about equipping healthcare workers with world‑class tools that deliver real, measurable impact, and we’re proud to serve 100+ leading health systems, pharmacies, and healthcare organizations across the country. If you’re excited to help shape the future of healthcare, we’d love to meet you.

About the Role

We’re looking for a senior individual contributor to help our Customer Success team deliver measurable customer value and grow recurring revenue. You’ll improve how we bring customers from contract to activation, support their success over time, and secure renewals. You’ll use financial modeling and AI-driven processes to give the team better insight and help it act sooner.

You’ll also directly manage a select group of key accounts, owning those relationships and customer outcomes. The account work will keep you close to the customer experience and inform the improvements you make across Customer Success.

What You’ll Do

• Improve how Customer Success activates contracted revenue and supports renewals by identifying patterns and risks across accounts, then helping Account Managers act on them.

• Manage key customer relationships, helping customers realize value, reach it sooner, and build a clear case for continued partnership.

• Build and evolve the activation model so Account Managers and leaders have a clear view of customer progress, commitments, and risks.

• Use financial modeling to understand activation timing, customer value, revenue risk, and the resources needed to deliver.

• Design and own AI-driven workflows that help the team work more effectively and consistently.

• Work across Sales, Finance, Product, Engineering, and Customer Success to improve the customer journey and resolve issues that affect outcomes.

You May Be a Fit If

• Significant experience managing complex customer accounts and improving how a Customer Success team operates.

• A track record of driving customer activation, retention, and measurable value.

• Strong financial modeling skills and the ability to turn analysis into sound decisions.

• Experience using AI to improve workflows that people adopt and trust.

• The ability to lead cross-functional work and influence outcomes without formal authority.

• Comfort moving between strategic account work, analysis, hands‑on building, and ongoing operational ownership.

Why You'll Love Working Here

• Mission-Driven, World-Class Team — Join an exceptional group of professionals aligned around a meaningful mission and committed to making an impact

• Opportunities for Growth — Strengthen your expertise through collaboration with experienced, high-performing leaders across the organization

• Flexible Hybrid Work Environment — We're remote-first, with meaningful office presence in San Francisco and New York. R&D roles follow a hybrid model, with two days per week in our San Francisco office

Benefits & Perks

• Healthcare Coverage — Full medical, dental, and vision insurance for you and participation for your family

• 401(k) with Company Match — Plenful matches 50% of your first 3% contributed

• Equity — Every full‑time employee shares in our success

• Unlimited PTO — Take the time you need, when you need it

• Daily Lunch Stipend — $100/week to cover your midday meals

• Wellness Stipend — $100/month to support your health and well-being

• Commuter Benefits — $100/month for SF and NYC-based employees

• Parental Leave — Paid leave to support growing families