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About the role
Key responsibilities & impact- Onboard new customers effectively, transitioning them from initial deployment to post-deployment success plans.
- Develop success plans for customers, outlining their key success factors and recommendations.
- Conduct regular check-ins through Monthly or Quarterly Success Reviews to measure progress and identify areas for improvement.
- Collaborate with Professional Services to identify new opportunities and assist in transitions following deployments.
- Respond to customer requests and offer strategic guidance on product use, account modifications, and business expansion.
- Monitor customer adoption of OnePlan’s features and functionality, ensuring alignment with their business needs.
- Facilitate renewals of subscriptions and support agreements, minimizing churn by maximizing customer satisfaction.
- Collect customer feedback, collaborate with product and engineering teams, and ensure customer input is funneled into product roadmaps.
- Act as a trusted customer advocate and thought leader, both internally and externally, sharing your insights and experiences.
Requirements
What you’ll need- 1-5 years of experience in a Customer Success or account management role at a B2B SaaS company.
- Proven experience managing enterprise-level accounts, including customer escalation and issue resolution.
- Ability to collaborate and build strong relationships with clients and internal teams, especially at the executive level.
- Experience working with cross-functional teams, including Sales, Services, and Product Management.
- Excellent communication skills, including leading meetings and webinars.
- Strong organizational skills with the ability to manage time effectively and handle multiple priorities.
- A passion for customer service and helping businesses succeed with technology solutions.
Benefits
Comp & perks- We’re a remote-first company with team members across the USA, Canada, UK, and India!
- OnePlan has been recognized as the Global Microsoft Partner of the Year in Project Portfolio Management in 2019, 2020, 2021, 2022 and 2023.
- We’ve been named a "Strong Performer" in the latest Forrester Strategic Portfolio Management WAVE report.
- We offer comprehensive health, dental, and vision benefits, with additional insurance options.
- Employer RRSP and 401K matching programs.
- A fun, collaborative, and diverse environment with regular health and team challenges to keep things light and enjoyable!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managemententerprise-level account managementissue resolutionsuccess plans developmentcustomer feedback collectionproduct roadmapssubscription renewalsbusiness expansion strategiescustomer adoption monitoring
Soft Skills
collaborationrelationship buildingcommunicationorganizational skillstime managementcustomer advocacystrategic guidanceproblem-solvingleadershippassion for customer service