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.
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