Customer Success Manager

About the role

A customer who signs with Plane has usually just migrated off two or three other tools, and the first ninety days decide whether that migration was worth it to them. You will own a portfolio of accounts from onboarding through renewal, and you will be the person a customer calls when adoption stalls, not just when something breaks. You will work closely with sales on the handoff and with support and product when a customer's problem turns out to be a product problem.

Key responsibilities

• Own the post‑sale relationship for a portfolio of accounts, from onboarding through renewal and expansion.
• Build the onboarding and adoption plan for each account based on how that customer actually works.
• Run health checks on your accounts yourself using usage data, support ticket patterns, and direct conversations.
• Work daily with sales on the handoff into your book of business, and with support and product when a customer's complaint reveals a product gap.
• Decide when a stalled account needs a harder conversation about renewal risk and have that conversation proactively.
• Manage customers who self‑host Plane and have their own engineers, often learning about bugs before support does.

Required profile

• You have owned a book of post‑sale customer accounts and can discuss a saved account versus a lost one.
• You can read product usage data and support history and turn it into a concrete account plan.
• You communicate clearly with both a champion inside a customer's organization and that champion's manager, in writing and on calls.
• You have participated in renewal or expansion conversations with real numbers attached.
• You can manage a portfolio of accounts with differing needs and prioritize effectively.

Required skills

• Experience in customer success, account management, or a similar post‑sale role at a B2B SaaS company.
• Experience supporting customers running a self‑hosted or open‑source product.
• Contribution to or use of Plane as a self‑hosted solution.
• Experience with customers in regulated or enterprise environments where multiple stakeholders must approve adoption.