Senior Customer Success Manager, Sales Planning

We're looking for a strategic, Sales Planning-savvy Senior CSM to serve as the trusted advisor and outcomes driver for customers adopting CIQ Planning.

As the founding Sales Planning CSM, you'll own the CIQ Planning post-sales lifecycle end-to-end — from implementation through go-live, to ongoing adoption, expansion, and reference ability. You'll combine deep Sales Planning domain expertise with classic Enterprise CSM skills to help customers design, launch, and scale Planning in a way that drives real revenue and operational outcomes.

You'll work cross-functionally with Sales, Product, Professional Services, Support, and CX to define what "great" Planning success looks like, build the methodology others will follow, and turn customer results into roadmap input and revenue impact.

Responsibilities

Implementation Governance

Align with Professional Services to define and enforce clear implementation milestones and exit criteria, including:

Documented use cases and scope sign‑off

Data readiness and integrations sufficient for first and next cycles

Model validation (territories, quotas, capacity) aligned to customer processes

Admin enablement and skills transfer (customer can own 2nd/3rd iterations)

“Next-season runbook” with clear responsibilities and timelines

Support Professional Services and Partner builders with Planning configuration oversight:

Troubleshoot logic, data, and integration issues

Lead co-building and implementation review sessions vs. purely passive reviews

Define and iterate Planning customer profiles and maturity matrices; tailor implementation approaches (advisory vs. full-service vs. self-led) accordingly.

Proactively identify and unblock customer-side risks (data, resourcing, decision bottlenecks) to drive on-time, de-risked go‑lives.

 

Methodology & Lifecycle Ownership

Co-design and maintain the CIQ Planning Implementation & Customer Journey: standardized stages, artifacts, RACI, and a clear "definition of done."

Own the structured post-implementation Planning journey: 30/60/90-day stabilization, off-season usage plays, and pre-season health checks before each new planning cycle

Prevent "planning season only" shelfware by designing adoption plays that embed Planning in ongoing revenue operations

Establish and monitor Planning-specific health signals — plan refresh cadence, off-season logins, admin activity, multi-module usage — and act on them proactively

 Build and maintain a core cohort of referenceable Planning customers; partner with Marketing on case studies and sales references

Deep understanding of the product roadmap (from enhancements to new features) and ability to tailor relevant roadmap items to each customer at the appropriate times

 

Cross Functional Influence

Act as the internal voice of the Planning customer to Sales (scoping and expectations), Product (roadmap input), CX and Support (coverage and escalations), and Education/PMM (maturity models and learning paths)

Stand up and refine Planning metrics and health signals surfaced in Salesforce, ChurnZero, and dashboards

 

Revenue Impact

Support portfolio CSMs and Account Directors on expansion plays: multi-module expansion, adjacent teams (Finance, HR), and broader admin footprint

Run custom working sessions and tailored demos rooted in each customer's current Planning footprint and data

Support renewal and commercial conversations with concrete Planning value stories tied to planning cycles and year-round usage

Requirements (What You’ll Bring)

7+ years in B2B SaaS in roles such as:

Revenue Operations / Sales Strategy / Sales Planning practitioner

Implementation / Professional Services lead for complex planning or analytics products

Product specialist or technical CSM for SPM / Planning / RevOps platforms

Hands-on Sales Planning / RevOps practitioner experience:

Has run or heavily influenced real planning cycles and tools (territories, quotas, capacity, forecasting, performance measurement).

Hands-on technical fluency:

Configuring complex SaaS tools (ideally Sales Planning, SPM, incentive comp, or adjacent RevOps platforms).

Comfortable working with data models, logic/business rules, and integrations;