Senior Customer Success Manager, EMEA

About Us

Planful is the pioneer of financial performance management cloud software. The Planful platform, which helps businesses drive peak financial performance, is used around the globe to streamline business-wide planning, budgeting, consolidations, reporting, and analytics. Planful empowers finance, accounting, and business users to plan confidently, close faster, and report accurately. More than 1,500 customers, including 23andMe, Bose, Boston Red Sox, Five Guys, and Zappos, rely on Planful to accelerate cycle times, increase productivity, and improve accuracy. Planful is a private company backed by Vector Capital, a leading global private equity firm. Learn more at planful.com.

About the role

Planful is seeking a highly motivated and results-driven Senior Customer Success Manager to join our team as we continue to invest in and scale the EMEA market. This is a highly visible role, working with our most strategic clients with a focus in the DACH region. By building strong relationships, acting as a trusted advisor, and bringing technical subject matter expertise, you will help  maximize the Planful platform to meet clients financial planning objectives.

As the Senior Customer Success Manager - EMEA, you will be responsible for delivering a successful customer experience throughout the post-implementation lifecycle. You will achieve this by strategic consultation focused on client business objectives, developing insightful and impactful relationships with senior leadership, ensuring “day to day” client needs are being met, and ultimately that clients achieve ROI/value realization to retain and grow with Planful.  Through strong leadership, you will manage and collaborate across the Planful ecosystem, including Sales, Support and Product, to achieve these results. As part of the rapidly expanding EMEA team, you will also share your learnings, experiences and thought leadership to help build outscalable and repeatable processes to be leveraged across our EMEA customer base.

Responsibilities

• Manage and work with a diverse portfolio of Planful’s clients and establish value-driven, outcomes focused partnerships. 
• Collaborate and manage across multiple functions including support, sales, product, engineering, and senior leadership to drive client success.
• Define, develop and execute best in class, scaleable, and repeatable processes to ensure client satisfaction
• Provide proactive, consultative guidance to clients regarding highest and best use of Planful.
• Utilize your knowledge in common Financial Planning, Reporting, Consolidation and Forecasting processes to “connect the dots” of client challenges with Planful capabilities.
• Leverage thought leadership and consultative skills with your clients to help maximize and expand the use of their Planful solution
• Develop deep understanding of client business objectives, use cases, technical ecosystem and business requirements. 
• Act as the “Voice of the Customer” to communicate customer needs and/or opportunities to internal stakeholders such as product, marketing and support.
• Provide escalation support as needed to ensure client satisfaction.
• Work independently and at scale to deliver a consistent and repeatable customer experience. 
• Successfully utilize data to identify risks and opportunities within a customer's adoption of Planful. 
• Utilize Gainsight, SFDC and other Customer Success specific tools to document, collaborate and manage customer interactions.
• Be curious, provide new ideas, challenge the status quo and help make our team best in class

What you Bring to the Table

• Strong Project & Time Management Skills and can:
• Create & oversee success plans and corresponding action plans necessary to achieve successful, value-based outcomes
• Have a strong sense of urgency and ownership to complete and manage tasks in a timely manner
• Proactively resolve issues that stand in the way of client success
• Work collaboratively and cross-functionally with all departments at Planful
• Prioritize and focus on work required across a broad set of customers
• Utilize data to identify trends, risks and opportunities
• Work at scale using “1 to many” strategies and methods
• Relationship Management skills that allow you to:
• Own day-to-day relationship with the client
• Understand the needs and objectives of the client in order to maintain strong partnership
• Coordinate key project stakeholders, both internally and externally
• Provide high quality written and verbal client communications including regular business reviews
• Identify new business opportunities within accounts and partner with Sale