Customer Success Executive managing end - to - end experience for F&B clients. Onboarding and supporting clients for optimal system utilization in a hybrid work environment.
About the role
- Customer Success Leader at Planday managing Customer Success Managers for B2B SaaS client retention. Ensuring strong customer partnerships and data-driven growth strategies.
Responsibilities
- Lead and develop a high performing team of Customer Success Managers who build strong, trusted partnerships with customers and consistently deliver meaningful business outcomes.
- Own the post sale customer lifecycle and ensure Customer Success operates as a predictable driver of retention, expansion, and long term customer value.
- Create clarity and direction for the team by setting high standards for account strategy, customer engagement, and ownership of results.
- Drive retention and expansion by helping customers clearly understand, adopt, and realise the full impact of Planday in how they operate and grow their businesses.
- Support your team in building strong relationships with senior stakeholders and engage directly with strategic customers when needed to strengthen partnerships and unlock new opportunities.
- Use data and customer insight to identify opportunities, risks, and patterns across the customer base, helping the team act early and operate with greater predictability.
- Build discipline around forecasting, customer health visibility, and success planning so retention and growth become measurable and scalable outcomes.
- Partner closely with Sales, Product, and Revenue Operations to strengthen how we serve customers and continuously improve the systems, processes, and operating model that support Customer Success.
- Continuously evolve how Customer Success operates by turning insights from customers and the team into stronger playbooks, clearer operating rhythms, and better execution.
- Lead through example by bringing curiosity, ownership, and a genuine commitment to helping customers succeed
Requirements
- 5+ years of experience in Customer Success, Account Management, or other customer facing roles within a B2B SaaS environment.
- Experience leading or mentoring teams and developing high performing individuals.
- Strong understanding of the SaaS customer lifecycle including onboarding, adoption, renewal, and expansion.
- Experience working with complex customers and navigating multi stakeholder environments.
- Strong commercial awareness and the ability to connect product capabilities with meaningful customer outcomes.
- Ability to operate at both strategic and execution levels by setting direction while also engaging in the details when needed.
- Strong communication and stakeholder management skills.
- A pragmatic and low ego leadership style that values clarity, trust, and accountability.
- Curiosity and a genuine interest in understanding how customers operate and how technology can improve their businesses.
- Comfort working in fast moving environments where priorities evolve and collaboration across teams is essential.
- Experience leveraging a modern CS tech stack to automate customer health tracking, manage task workflows, and provide clear visibility into the customer lifecycle.
- A collaborative mindset to partner with Marketing on customer advocacy initiatives, such as developing case studies, testimonials, and referral programs that highlight Planday’s impact.
Benefits
- Benefits like pension, health insurance, inclusive support for new parents and generous vacation
- On top of your annual base salary, you are offered to be part of an Employee Share Plan
- Growth and progression opportunities – we want you to grow with us
- Flexible remote work
- Strong social culture with lots of team and company activities
- Meaningful work – everyone at Planday contributes to improving the lives of shift workers around the globe
- Healthy work-life balance and autonomous approach to work. We trust in you and your abilities
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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