Head of Customer Success

1 week ago

Montreal, Quebec, Canada Planned Full time US$120,000 - US$180,000 per year

Planned is an event management platform that helps companies streamline their meetings and events booking process. We make it easy for anyone to plan successful events while giving finance teams the visibility and control they need to maximize their budget. We already work with over 200 companies across North America - including PwC, L'Oréal, and Nike, - and we're on a mission to change the way organizations connect, collaborate, and celebrate.

We're a fast-growing, product-driven series B startup backed by top-tier investors and powered by a team of builders who are obsessed with making a real impact.

We're looking for a
Head of Customer Success
to lead the next evolution of how we serve our clients, from onboarding to renewal. This person will bring consistency, harmony, and excellence across our customer success organization, ensuring that every client interaction delivers real value and delight.

You'll report directly to our CEO and work closely with Product and Revenue leadership to align our customer experience with our business and product strategy. Your mission will be to shape how we think about user experience, operational excellence, and long-term client partnerships at scale.

What You'll Do

  • Lead and elevate the CS function: Oversee a team of ~20 across multiple client pods, driving alignment, clarity, and shared goals.
  • Unify how we work: Build consistent processes and standards so every client experience feels equally exceptional.
  • Champion user experience: Start by immersing yourself in our product and clients - shadowing the team, planning events with users, and understanding what works (and what doesn't) before implementing change.
  • Turn insights into strategy: Gather data and feedback from clients and internal teams, then translate that into actionable strategies that improve satisfaction, retention, and engagement.
  • Partner with Product: Be the voice of the customer in product discussions, helping us build the right things, faster.
  • Own the metrics that matter: Define and drive performance across NRR, CSAT, SLAs, and the KPIs that best reflect client health.
  • Coach and inspire: Build a high-performing, curious team that operates with ownership and accountability.

What You Bring

  • Experience leading or scaling a customer success organization at a fast-growing SaaS startup.
  • A track record of building or optimizing CS functions from the ground up; process, metrics, culture, and team development.
  • Demonstrated ability to use data and systems to scale onboarding operations, improve team efficiency, and forecast key business outcomes.
  • Strong partnership with product teams, with an ability to influence and build roadmaps and improve user journeys.
  • Proven people leader with a passion for hiring, developing, and retaining top talent.
  • Comfort operating in ambiguity - you create clarity, not wait for it.

What We Offer

  • The space to lead, experience, and made decisions that move the needle - you'll have the ability to completely reshape user experience and product
  • Culture of high performance, strong talent density and in-person collaboration
  • Unlimited PTO
  • Competitive total comp package
  • All the tools and gear you need to be successful (Macbook, screens, mouse, keyboard, ChatGPT, etc.)
  • Health, dental, vision insurance
  • Bus pass subsidy or indoor parking
  • Stocked up snack bar & lunches in office 2x per week
  • Dog-friendly office
  • Relocation assistance, if needed

More About Planned

  • Read about our Series B raise
  • Read up on our USP - being one vendor of record
  • Here's how we're using AI

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