Customer Success Manager
Customer Success Manager Department: Customer Success Employment Type: Permanent - Full Time Location: United States Description At OnePlan, we specialize in creating AI-enabled solutions that make strategic portfolio, financial, resource, and work management seamless. We help businesses bridge the gap between strategy and execution by offering solutions that boost business agility, streamline project management, and optimize resources. What Makes us Unique? What truly makes OnePlan stand out is our commitment to delivering powerful solutions and fostering a culture of collaboration. We combine robust analytics with a platform that integrates seamlessly into the tools businesses already know and trust. Our high-trust, team-focused environment allows us to innovate quickly and deliver solutions that drive meaningful results for our clients. We're passionate about exceeding expectations, working together to empower organizations to succeed in a rapidly changing business landscape.
About the Role
As a Customer Success Manager, you will be working closely with customers, internal teams, and stakeholders to ensure that every OnePlan user has a seamless and satisfying experience. You’ll be the key point of contact for assigned customers, ensuring long-term success, addressing customer needs, and helping clients achieve their business goals. What You’ll Do at OnePlan Onboard new customers effectively, transitioning them from initial deployment to post-deployment success plans. Develop success plans for customers, outlining their key success factors and recommendations. Conduct regular check-ins through Monthly or Quarterly Success Reviews to measure progress and identify areas for improvement. Collaborate with Professional Services to identify new opportunities and assist in transitions following deployments. Respond to customer requests and offer strategic guidance on product use, account modifications, and business expansion. Monitor customer adoption of OnePlan’s features and functionality, ensuring alignment with their business needs. Facilitate renewals of subscriptions and support agreements, minimizing churn by maximizing customer satisfaction. Collect customer feedback, collaborate with product and engineering teams, and ensure customer input is funneled into product roadmaps. Act as a trusted customer advocate and thought leader, both internally and externally, sharing your insights and experiences. Our Ideal Fit 1-5 years of experience in a Customer Success or account management role at a B2B SaaS company. Proven experience managing enterprise-level accounts, including customer escalation and issue resolution. Ability to collaborate and build strong relationships with clients and internal teams, especially at the executive level. Experience working with cross-functional teams, including Sales, Services, and Product Management. Excellent communication skills, including leading meetings and webinars. Strong organizational skills with the ability to manage time effectively and handle multiple priorities. A passion for customer service and helping businesses succeed with technology solutions. More Reasons Why You Should Apply! We’re a remote-first company with team members across the USA, Canada, UK, and India! OnePlan has been recognized as the Global Microsoft Partner of the Year in Project Portfolio Management in 2019, 2020, 2021, 2022 and 2023. We’ve been named a "Strong Performer" in the latest Forrester Strategic Portfolio Management WAVE report. We offer comprehensive health, dental, and vision benefits, with additional insurance options. Employer RRSP and 401K matching programs. A fun, collaborative, and diverse environment with regular health and team challenges to keep things light and enjoyable! At OnePlan, we are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace. Upon receipt of an offer letter, candidates will be subject to a standard background check process. Disclaimer: We’ll only contact candidates who have applied directly through our official channels. Any communication about job offers will always come from an email address linked to OnePlan Solutions, and we’ll follow our standard hiring process every time. You’ll never be asked for money or personal information during the interview process. If something feels off, don’t hesitate to reach out to us to confirm. Ready to Apply? Check out what it’s like to work at OnePlan and learn more about us at https://oneplan.ai/