Customer Success Manager UK

As our new Customer Success Manager, you’ll take ownership of the success and long-term development of some of our most strategic customers in the UK.

This is not a traditional customer support role. You’ll work closely with a focused portfolio of complex customers, developing a deep understanding of their organisation, strategic priorities and use of Planon. From there, you’ll help them get more value from their solutions, increase adoption and build a long-term roadmap for further development.

You’ll operate as a trusted advisor, engaging with stakeholders across different levels of the customer organisation. Internally, you’ll work closely with Account Management, Services, Support, Product and other teams to bring the right expertise around the customer.

Growth is an important part of the role. You’ll identify where Planon can create additional value and work with the Account Manager to turn these opportunities into commercial conversations. The Account Manager remains responsible for pricing, proposals and commercial negotiations.

You will:

• Build long-term relationships with strategic customers, from operational stakeholders through to senior decision-makers
• Develop a deep understanding of each customer’s business, real estate and facility management environment, objectives and use of Planon
• Create and drive long-term customer success plans focused on adoption, value realisation, retention and future growth
• Proactively identify risks, challenges and opportunities, coordinating the right Planon teams to move customers forward
• Identify opportunities to expand the value customers receive from Planon and partner with Account Management to develop these commercially
• Act as the voice of the customer internally and connect customer needs with Services, Support, Product and R&D

We’re looking for an experienced customer-facing professional who can operate with credibility in complex enterprise environments.

You don’t necessarily need to come from a Customer Success position. Relevant experience could also come from consulting, services or account management. What matters is that you understand complex software environments, can engage senior stakeholders and have enough industry knowledge to challenge and advise customers rather than simply manage the relationship. This reflects the alignment that industry and product/domain knowledge are critical, and that relevant internal Services experience could also translate well into the role.

What you bring:

• 5+ years of relevant experience in Customer Success, Services, Consulting, Account Management or a comparable customer-facing role
• Strong knowledge of real estate and/or facility management and the business challenges customers face in this domain
• Experience working with complex enterprise software solutions and an understanding of software implementation and adoption
• Proven ability to build trusted relationships with multiple stakeholders, including senior decision-makers
• A strategic and commercially aware mindset, with the ability to recognise customer risks as well as opportunities for further growth
• The confidence and subject-matter credibility to act as a trusted advisor to customers
• A proactive, self-starting approach and the ability to coordinate effectively across different internal teams
• You are eligible for, or able to obtain, UK Security Clearance.