Customer Success Manager — Post-Sale Growth & Adoption

Plane Software, Inc.; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Plane is seeking a Customer Success Manager to own a portfolio of post-sale accounts from onboarding through renewal and expansion. You will partner with sales on the handoff and work closely with support and product to resolve customer issues, including coordinating adoption plans based on actual usage and detailed customer contexts.

You will monitor health metrics, run renewal discussions with concrete data, and manage multiple accounts with differing needs, including customers self-hosting

Qualifications

• You have owned a post-sale book of customer accounts and can discuss at least one win and one loss with specifics.
• You can read product usage data and support history and turn it into a customer plan.
• You communicate clearly with both a champion and their supervisor, in writing and on calls.
• You have run renewals or expansions with real numbers attached.
• You can manage multiple accounts with varying needs simultaneously.

Responsibilities

• Own the post-sale relationship for a portfolio from onboarding through renewal and expansion.
• Develop onboarding and adoption plans based on how each customer actually uses Plane.
• Conduct health checks using usage data, support history, and direct conversations.
• Collaborate with Sales, Support, and Product when a gap is identified, sharing context.
• Decide when renewal risk requires a proactive conversation and take action before it becomes urgent.
• Manage customers who self-host Plane and may have engineers involved in the process.

Skills

Account ownership

Account planning

Communication

Renewals

Portfolio management

Job description

Plane is seeking a Customer Success Manager to own a portfolio of post-sale accounts from onboarding through renewal and expansion. You will partner with sales on the handoff and work closely with support and product to resolve customer issues, including coordinating adoption plans based on actual usage and detailed customer contexts.

You will monitor health metrics, run renewal discussions with concrete data, and manage multiple accounts with differing needs, including customers self-hosting