Customer Success Associate, Planhat
Customer success software
Job no longer available
Customer success software
101-200 employees
Job no longer available
101-200 employees
Company mission
To help technology companies build their business and make their customers more successful.
Role
Who you are
- Years of experience in X and Y don’t matter as much as your commercial acumen, ambition, ability to learn quickly, and determination. Your success will depend on creating value and making an impact, it typically boils down more to these kinds of competencies:
- Successful CS Associates usually have 1-2 years of commercial experience, often in consulting or scrappy startups, but we value all kinds of experience
- Commercially savvy: you can identify and define meaningful business goals with business leaders from just about any industry. You figure out what will help the wider CS team in achieving >100% NRR, and what will be a distraction
- Highly ambitious: you have untapped potential and want to push yourself further. You set yourself goals, navigate uncertainty, and thrive in a startup environment with a ‘no excuses’ mindset
- Quick learner: there are no passengers at Planhat, only crew. You’re ready to learn a deep product, and become a thought leader in Customer Success
What the job involves
- We are redefining what customer success means in the B2B SaaS space
- The customer is at the centre of every business, and because every company is unique, our CSMs have to be adaptable and impactful
- We consult on high-level strategies with business leaders, and also handle the details
- The magic doesn’t happen on slide decks, we set up the critical workflows, projects, automations; and data insights that drive business outcomes
- Relationship building is important, but our CS team is here to create tangible business value
- The CS Associate role typically transitions to a full CSM (Customer Success Manager) role
- This programme usually runs from 12-18 months with the objective of managing a full-size customer portfolio, and transitioning to quota-carrying responsibility
- Within days: you’ll start learning the Planhat product, join customer calls with CSMs, and take charge of your first action items
- Within weeks: you’ll begin to master the Planhat product, help define customer objectives, and configure their accounts
- Within months: take on full management of your own customer portfolio, and lead the onboarding process
Salary benchmarks
Our take
According to Planhat, even though acquiring customers is essential for the initial growth of a company, long-term sustainable growth comes from maximising the lifetime value of existing customers. The Sweden-based but globally remote startup provides a modern customer platform that helps clients analyse insights regarding their target audience, manage workflow and drive customer experience.
Planhat distinguishes itself from other customer success software like Salesforce and Totango through its rapid deployment and easy adoption. The platform provides a wide range of solutions, from customizable customer health score to management reporting and CSM team performance. It's been taken up by thousands of teams globally and its corporate customers include the likes of Consensys, Alation and Adenza.
Initially a bootstrapped company, Planhat had already built a significant business by the time it closed its first investment round in 2022, a Series A. This funding is being used to support the company's growth by scaling its commercial teams, accelerating its R&D and further developing the product.
Freddie
Company Specialist
Insights
Company
Employee endorsements
Flexible working
"The company has been remote first from the beginning and encourages employees to work from anywhere. The company also encourages people to work when..."
Funding (1 round)
Apr 2022
$50m
SERIES A
Total funding: $50m
Company benefits
- Remote-first work environment: Talent is blind to borders and so are we! Occasionally Hatters will travel to meet with teammates or clients, but it depends on the role
- Planhat Adventures: We sponsor quarterly pop-up hubs around the globe for Hatters to gather to work and play together. Previous locations have included New York City, Colombia, Malibu, France, Greece, Georgia (the country!), and more!
- Flexible working hours: 3 factors impact when you work—customer/business needs, team working schedules, and personal preferences. We trust you to use your judgment and get your work done
- Work-from-home setup: All employees receive a 13” Macbook Pro upon their start date with Planhat! Our Operations team will work with you to ensure you have any additional tools you need to work remotely with success
- Flexible public holidays: We all celebrate different things in life— switch a public holiday for another day that’s more in line with who you are and what’s important to you
- Paid parental leave: Up to 6 months, pending tenure with Planhat. As with all of our other policies, it’s gender-neutral. Also applicable to adoptive parents
- BYB—Be Your Best contribution: No one knows better than you what sets you up for success; spend more time in one of our office or pop-up hubs, external sales training, some neat tools, attending a conference, gym cards, extra screen, whatever? We’ll only ask: “How will this be beneficial for you and your work at Planhat?”
Company values
- Fearless: Be bold and play to win - taking the safe route will never get us far
- Impactful: When you do something, do it right and make sure it moves the ship forward
- Caring: Be kind to yourself and others, so that we help each other grow
- Genuine: Be comfortable in your own skin, and create an environment where others can be too
Company HQ
Norrmalm, Stockholm, Stockholms län
Articles
Founders
Niklas Skog
(CTO)Previously Management Consultant at McKinsey & Company, Product Manager at Meltwater Group, Managing Director at Jobylon and COO at GlobeSoft.
Kaveh Rostampor
(CEO)Former Executive Director at Meltwater. Chairman of the Board and Board member of multiple global SaaS-companies.
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