Manager of Customer Success

What you'll do to make an impact:

• Lead and develop a high-performing team of Customer Success Managers, providing strategic direction, hands-on coaching, performance management, and career development opportunities.

Define and execute the overall Customer Success strategy for the AR, Onboarding, and Supplier portfolios, ensuring clients achieve maximum value from the platform, ultimately improving retention and minimizing churn at scale.

• Oversee or collaborate with inbound support functions to ensure efficient queue management, staffing coverage, and consistent achievement of service-level targets.
• Utilize data-driven forecasting and scheduling models to anticipate customer demand and align team resources accordingly.
• Proactively identify and mitigate risks, while also discovering and capitalizing on growth opportunities across the client base.
• Develop and implement robust reporting frameworks to monitor account satisfaction, adoption, and usage metrics, providing actionable insights and regular reports to senior internal stakeholders.
• Establish and drive key team goals and performance indicators (KPIs) that align directly with broader business objectives and revenue growth.
• Champion process improvement and knowledge sharing initiatives across the Customer Success team, fostering a culture of continuous learning and operational excellence.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support teams to ensure a seamless customer journey and advocate for client needs.

What will make you stand out:

• A minimum of 4 years of progressive experience in Customer Success, Account Management, or a similar client-facing leadership role within a B2B tech/SaaS environment preferred.
• A minimum of 1–2 years of proven experience managing and developing a high-performing team of customer-facing professionals preferred.
• Experience leading or partnering with an inbound call center operation—managing service queues, staffing models, forecasting, and real-time performance metrics—is a strong plus.
• Exceptional leadership, communication, relationship-building, and problem-solving skills, with a track record of driving strategic outcomes.
• Demonstrated ability to analyze data, derive insights, and implement data-driven strategies to improve customer outcomes.

What's in it for you:

• The opportunity to join a dynamic team that landed on the Deloitte Technology Fast 500 list and Inc. 5000 in 2024. You can make an immediate impact as PlanHub moves to dominate the industry!

PlanHub Offers:

• An awesome culture where you will be empowered, make an impact, and learn a ton.
• Flexible time-off policy.
• An excellent benefit package, including medical, dental, vision, and life insurance.

401(k) plan with company match.

This role is eligible for an annual base salary of $110,000–$130,000, based on experience. In addition, the position is eligible for variable compensation of up to $40,000 annually, tied to individual performance, and paid on a quarterly basis. This position will be a remote position within the United States. Occasional trips to our West Palm Beach, FL office, may be required. Applicants must be authorized to work for any employer within the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time. PlanHub is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws. PlanHub complies with all applicable laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, training, and development.