Manager of Customer Success

PlanHub Inc.; West Palm Beach (FL); Hybrid; USD 110,000 - 130,000; Full time

Job summary

PlanHub Inc. is seeking a Manager of Customer Success to lead a team focused on subcontractor accounts. This role involves shaping the Customer Success strategy, ensuring client satisfaction, and facilitating growth opportunities, all while being part of a dynamic team in a leading SaaS platform.

Benefits

Flexible time-off policy

Comprehensive benefits package

401(k) plan with company match

Qualifications

• 4+ years in Customer Success or Account Management preferred.
• 1-2 years managing a customer-facing team is a plus.
• Understanding of B2B workflows and subcontractor management.

Responsibilities

• Lead and develop a high-performing Customer Success team.
• Define and execute strategies to enhance customer satisfaction.
• Collaborate with cross-functional teams to improve client journey.

Skills

Leadership

Communication

Problem-Solving

Data Analysis

Job description

PlanHub is the leading pre-construction SaaS platform and marketplace, connecting general contractors, subcontractors, and suppliers to help them grow their businesses. Built with tradespeople in mind, PlanHub is designed around the user workflow to boost productivity, maintain deadlines, increase revenue, and create lasting relationships. Easily post projects or submit bids with anytime-anywhere collaboration for every commercial construction trade.

We are seeking an experienced Manager of Customer Success to lead a team dedicated to ensuring the success of our subcontractor accounts. In this pivotal role, you will be responsible for defining and executing the strategy to drive value, adoption, and satisfaction across our subcontractor client base. You will lead, develop, and inspire a team of Customer Success Managers, acting as a strategic partner to both our clients and internal teams to ensure subcontractor accounts thrive using our technology solutions.

What you'll do to make an impact:

• Lead and develop a high-performing team of Customer Success Managers, providing strategic direction, hands-on coaching, performance management, and career development opportunities.
• Define and execute the overall Customer Success strategy for the subcontractor portfolio, ensuring clients achieve maximum value from the platform, ultimately improving retention and minimizing churn at scale.
• Proactively identify and mitigate risks, while also discovering and capitalizing on growth opportunities across the entire subcontractor client base.
• Develop and implement robust reporting frameworks to monitor subcontractor satisfaction, adoption, and usage metrics, providing actionable insights and regular reports to senior internal stakeholders.
• Establish and drive key team goals and performance indicators (KPIs) that align directly with broader business objectives and revenue growth.
• Champion process improvement and knowledge sharing initiatives across the Customer Success team, fostering a culture of continuous learning and operational excellence.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support teams to ensure a seamless customer journey and advocate for client needs.

What will make you stand out:

• A minimum of 4 years of progressive experience in Customer Success, Account Management, or a similar client-facing leadership role within a B2B tech/SaaS environment preferred.
• A minimum of 1-2 years of proven experience managing and developing a high performing team of customer-facing professionals preferred.
• Deep understanding of B2B workflows, with specific expertise in third-party or subcontractor management.
• Exceptional leadership, communication, relationship-building, and problem-solving skills, with a track record of driving strategic outcomes.
• Demonstrated ability to analyze data, derive insights, and implement data-driven strategies to improve customer outcomes.

What's in it for you:

The opportunity to join a dynamic team that landed on the Deloitte Technology Fast 500 list and Inc. 5000 in 2024. You can make an immediate impact as PlanHub moves to dominate the industry!

• An awesome culture where you will be empowered, make an impact, and learn a ton.
• Flexible time-off policy.
• An excellent benefit package, including medical, dental, vision, and life insurance.
• 401(k) plan with company match.

This role is eligible for an annual base salary of $110,000–$130,000, based on experience. In addition, the position is eligible for variable compensation of up to $40,000 annually, tied to individual performance, and paid on a quarterly basis.

This position will be a remote position within the United States. Occasional trips to our West Palm Beach, FL office, may be required. Applicants must be authorized to work for any employer within the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

PlanHub is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.

PlanHub complies with all applicable laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, training, and development.

The pay range for this role is:

110,000 - 130,000 USD per year (Remote (United States))