Customer Success

Ovii's Interpretation of the Role

Plane is looking for a Customer Success professional to own post‑sale relationships, drive onboarding, adoption, and renewal for a portfolio of enterprise accounts, and act as the bridge between sales, support, and product teams.

Role Snapshot

• Own post‑sale account portfolio
• Design custom onboarding & adoption plans
• Conduct data‑driven health checks
• Lead renewal & expansion conversations
• Collaborate with sales, support, and product

Must-Have Requirements

• post‑sale account ownership
• ability to read usage data and support history
• clear communication with champions and executives
• renewal/expansion negotiation with financial metrics
• owned post‑sale account portfolio
• renewal and expansion negotiations
• data‑driven account planning

Nice-to-Have Signals

• B2B SaaS customer success experience
• support of self‑hosted or open‑source products
• experience in regulated or enterprise environments
• B2B SaaS customer success
• self‑hosted/open‑source product support
• regulated industry experience

Work Setup

• Location: United States
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Travel expectations

What You'll Likely Work On

• Manage a portfolio of enterprise accounts from onboarding through renewal and expansion
• Create tailored adoption plans based on usage data and support ticket trends
• Run regular health checks using product analytics and direct customer conversations
• Partner with sales on handoff and with support/product to resolve gaps that affect adoption
• Identify at‑risk accounts and conduct proactive renewal risk discussions
• Support technically‑savvy customers who self‑host Plane and may have their own engineering teams

Good Fit If You Have

• Experience owning post‑sale customer accounts in a B2B SaaS environment
• Comfort reading product usage metrics and translating them into actionable plans
• Strong written and verbal communication with both technical champions and senior executives