Senior Customer Success Manager
Adobe
Cloud
Customer Success Manager
Plain Concepts
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteSalary
💰 $130,000 - $160,000 per year
Job Level
JuniorMid-Level
About the role
- 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.
Requirements
- Have 3–5 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.
Benefits
- Offers Equity 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer onboardingcustomer successpost-sales supportproduct feedbackcustomer educationaccount managementtechnical topicsAPIswebhooksintegrations
Soft skills
proactivecommunicationrelationship buildingcross-functional collaborationadvocacyfeedback summarizationproduct senseproblem-solvinginfluenceself-service enablement
