Customer Success Manager

Overview:
Planview has one mission: to build the future of connected work, from ideas to impact.

As the global leader in work and resource management, Planview helps organizations accelerate the achievement of what matters most, supporting our customers from need to speed, from passion to progress, and from overhead to optimization. We provide the industry’s most comprehensive solutions designed for strategic planning, portfolio and resource management, Lean and Agile delivery, product portfolio management, capability, and technology management (enterprise architecture), innovation management, and collaborative work and project management. Our connected platform of solutions underpins the business and digital transformations of more than 4,500 customers globally, including 59 of the Fortune 100.

At Planview, our people connections drive our innovation and success. Our global team of 1400+ work remotely and across our offices including Austin, Vancouver, Hod Hasharon, Bangalore, Sydney, and Stockholm. We’re proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.

**Responsibilities**:

- Build trusted advisor relationships with key stakeholders, articulating the value of Planview solutions and ensuring alignment with customer goals and business outcomes.
- Develop and monitor customer success plans to drive adoption, expansion, and long-term growth of Planview products across the customer enterprise.
- Take responsibility for customer advocacy, retention, and growth, ensuring positive customer experiences and timely issue resolution.
- Develop a comprehensive understanding of the customer’s industry, business challenges, desired business outcomes and business objectives and ensure close alignment with Planview products.
- Maintain up-to-date customer contacts, ensuring regular communication and gathering feedback to inform product development and improve customer satisfaction.
- Build executive-level relationships and collaborate with internal teams to strategize customer success, mitigate risks, and ensure alignment with customer objectives.
- Provide forecasts and business strategies to achieve targets, while analyzing customer retention, growth, and risk, and reporting to leadership.

Qualifications:
**Required**:

- Bachelor’s degree (BA/BS).
- 5-10 years in customer-facing roles within technology, including 5+ years in SaaS account management, customer success, sales, or consulting.
- Experience in Project Portfolio Management (PPM) or Professional Services (PS) using PPM or PSA solutions with waterfall and/or agile methodologies.
- Proven success driving customer outcomes with enterprise clients.
- Experience implementing PPM, PSA, or Lean-Agile solutions is a plus.
- Strong knowledge of Organizational Change Management, PPM/PS processes, and business strategies.
- Excellent communication, interpersonal skills, and experience working with C-level executives.
- Experience with account planning, project management, and prioritization.
- Familiarity with Customer Success best practices and CRM technologies.
- SAFe Agilist certification and Planview product experience preferred.
- Ability to travel up to 25%

**Desired**:

- Strong team player, able to collaborate across teams in-person and virtually.
- Self-starter with the ability to thrive in a fast-paced, dynamic environment.
- Proficient in MS PowerPoint, with strong presentation and communication skills.
- Enthusiastic, flexible, and able to prioritize effectively under pressure.
- Excellent time management and ability to convey technical and business roadmaps clearly.