Customer Success
On-siteSan Francisco, California, United States
San Francisco, California, United StatesOn-siteFull TimeSmall
Full TimeSmall
Job Summary
Own the post-sale relationship for a portfolio of accounts, managing onboarding through renewal and expansion. Build custom adoption plans based on each customer's actual workflow rather than templates. Run health checks using usage data, support ticket patterns, and direct conversations to identify stalled accounts before renewal risk forces the discussion. Work daily with sales on handoffs and collaborate with support and product teams when customer complaints reveal product gaps. Manage complex relationships with customers who have their own engineers self-hosting the platform and monitoring GitHub issues.
Required Qualifications
- You have owned a book of customer accounts post-sale
- You can read product usage data and support history and turn it into an actual account plan
- You communicate clearly with both a champion inside a customer's org and that champion's boss, in writing and on calls
- You have run or contributed to a renewal or expansion conversation with real numbers attached
- You can manage a portfolio of accounts with different needs at the same time
Desired Qualifications
- You have worked in customer success, account management, or a similar post-sale role at a B2B SaaS company
- You have supported customers running a self-hosted or open-source product, where the customer's own technical team is part of the relationship
- You have contributed to Plane, run it self-hosted, or used it as a customer yourself
- You have supported customers in regulated or enterprise environments where adoption depends on more than one stakeholder saying yes
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