Plain Concepts

Customer Success Manager

• As our first dedicated Customer Success Manager, you’ll play a foundational role in helping our customers get the most out of Plain - from onboarding through renewal.
• This is a hybrid role that spans onboarding, post-sales success, support enablement, and product feedback.
• You’ll work closely with customers, product engineering, support, and sales to ensure our customers are successful and excited to grow with us.
• You won’t just be supporting customers, you’ll be doing that through Plain itself.
• Our product is designed to power high-quality customer interactions and you’ll be using it every day.
• The feedback you gather and the insights you surface will directly shape how we build the product both for you and our customers.
• Here’s what the role looks like day-to-day:
• Own customer onboarding: 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: 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.

Product Marketing

• Build a world-class candidate experience: Make the process fast, thoughtful, and transparent. Every candidate should leave feeling respected and energized, whether they get the job or not.
• Own GTM hiring: Lead full-cycle recruiting across Sales, Marketing and CS. Partner closely with Youmna (Head of Opes) and Simon (CEO) to define what great looks like for each role and how to find it.
• Source outstanding talent: Plain’s brand in SF is still being built, so this role is about creating momentum - reaching out, connecting, and selling great people on the journey we’re on. You’ll make sure top talent knows who we are and why Plain should be part of their story.
• Shape how we hire: Create simple, scalable frameworks that help us make better decisions and move fast without compromising quality.
• Bring talent insights: Share what you’re seeing in the market - trends, comp data, candidate feedback - to help us stay competitive and sharp.
• Build Plain’s presence in SF: We want someone who’s excited to host events, meet great people, and make Plain known as one of the best places to work.

Customer Success Manager

Talent Partner