We’re seeking a commercial leader to run our Enterprise Customer Management team across the Americas. In this role, you will own adoption, retention, expansion, and health metrics for our largest customers. You will lead a team, build strategic plans, and get scrappy — diving into the details when needed to drive meaningful impact.
Key Responsibilities:
Lead and grow a senior and high-performing Enterprise Customer Management team (Customer Managers & Technical Deployment Leads) supporting our top-tier accounts
Own and fully execute renewals, expansion, and customer health goals for strategic enterprise clients.
Develop and execute enterprise customer strategies, tailored to large and complex accounts
Build and nurture executive-level relationships (C-level, VP) with customers, ensuring Planhat aligns with their business outcomes
Lead QBRs, success plans, and executive business reviews to demonstrate value
Collaborate with Sales, Product, Professional Services, and Support to ensure a seamless customer journey
Get tactical: step in on critical accounts, resolve escalations, and mentor your team on execution
Use data to drive decision-making: monitor health metrics, adoption patterns, and risk, then take proactive action
Contribute to global CS strategy, sharing learnings and scaling best practices
5+ years in a leadership role (Director-level or above) in Customer Management or Customer Success within enterprise B2B SaaS, managing at least 5-10 IC's
Proven experience managing enterprise customers and driving NRR.
Experience owning GRR, NRR and expansion targets monthly or quarterly
Strong commercial mindset and experience building growth strategies for strategic accounts
Excellent relationship-building skills, especially with executive stakeholders
Highly organized and data-driven: comfortable operating from customer metrics, product usage, and health data
Hands-on attitude: you’re not afraid to jump in and do the work when needed
Experience scaling teams in a fast-growing startup environment
This role will be located in one of our commercial hubs; Atlanta, Boston, Chicago, Los Angeles or Toronto.
Get in the arena.
All roles are considered on a rolling basis.
