Host Analytics Inc is hiring a
Senior Customer Success Manager

Summary

Join Planful as a Senior Customer Success Manager - EMEA to deliver a successful customer experience throughout the post-implementation lifecycle, managing and working with a diverse portfolio of clients, establishing value-driven partnerships, and defining scalable processes to ensure client satisfaction.

Requirements

• 5+ years in a client-facing, Customer Success Manager role in Financial Software
• Strong business acumen with a deep understanding of the software industry, DACH specific market trends, and customer needs
• Located in Germany
• Excellent communication skills (both written and verbal) in English and German with strong presentation and facilitation skills
• Proficiency in Gainsight, Salesforce and G-suite. Experience with AI including ChatGPT a plus
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) and lead sponsors/stakeholders to the solution of business process and/or technical problems
• Experience in a SaaS environment
• Understanding of Finance, financial planning & reporting processes

Responsibilities

• Manage and work with a diverse portfolio of Planful’s clients and establish value-driven, outcomes focused partnerships
• Collaborate and manage across multiple functions including support, sales, product, engineering, and senior leadership to drive client success
• Define, develop and execute best in class, scaleable, and repeatable processes to ensure client satisfaction
• Provide proactive, consultative guidance to clients regarding highest and best use of Planful
• Utilize your knowledge in common Financial Planning, Reporting, Consolidation and Forecasting processes to “connect the dots” of client challenges with Planful capabilities
• Leverage thought leadership and consultative skills with your clients to help maximize and expand the use of their Planful solution
• Develop deep understanding of client business objectives, use cases, technical ecosystem and business requirements
• Act as the “Voice of the Customer” to communicate customer needs and/or opportunities to internal stakeholders such as product, marketing and support
• Provide escalation support as needed to ensure client satisfaction
• Work independently and at scale to deliver a consistent and repeatable customer experience
• Successfully utilize data to identify risks and opportunities within a customer's adoption of Planful
• Utilize Gainsight, SFDC and other Customer Success specific tools to document, collaborate and manage customer interactions
• Be curious, provide new ideas, challenge the status quo and help make our team best in class