Customer Success Manager championing client success and product adoption for Identity Verification solutions. Driving business growth, satisfaction, and retention for LexisNexis Risk Solutions.
About the role
- Customer Success Manager at Plain overseeing customer onboarding and feedback in a hybrid role. Collaborating with teams to enhance customer relationships and success in a B2B SaaS context.
Responsibilities
- Own onboarding for a portfolio of customers: including gathering context from sales, leading customer onboardings, and building relationships with high-value customers early on to drive adoption and long-term success.
- Own renewals and expansions for a portfolio of customers: Track contract timelines, uncover new use cases, and drive upsell conversations in partnership with product and sales.
- Be the voice of the customer: Gather and summarise feedback, advocate for customer priorities, and influence product roadmap conversations.
- Improve customer education: Help improve onboarding flows, support docs, and async resources so customers can self-serve with confidence.
- Stay close to support: Work closely with the support team to triage escalations, follow up on feedback, and evolve how we support our users with Plain itself.
Requirements
- Have 2–3 years’ experience in a Customer Success, CX, or post-sales role at an early-stage B2B SaaS company.
- Are hands-on and proactive - you’re quick to jump into Slack with a customer, jump on a call when needed, and follow up consistently.
- Have great product sense - you can translate feedback into structured insights and know how to push back constructively.
- Communicate clearly and thoughtfully - you know when to go async and when to hop on a video call.
- Have supported $10k-50k+ ACV customers and can manage multiple accounts without dropping the ball.
- Enjoy working cross-functionally with product, GTM, and support - you’ll be in the middle of everything and should love this.
- Are excited to help build the foundations of customer success at Plain from scratch.
- *BONUS: Can handle technical topics with ease, while this isn’t an engineering role, you’ll be comfortable talking APIs, webhooks, integrations, and workflows with customers.
Benefits
- Offers Equity
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