Senior Customer Success Manager, EMEA Full Time

Responsibilities

• Manage diverse client portfolio, focusing on outcomes and value-driven partnerships
• Collaborate with support, sales, product, engineering, and senior leadership
• Develop scalable, repeatable processes to ensure client satisfaction
• Provide proactive, consultative guidance on Planful’s use
• Utilize knowledge in financial planning and reporting to address client challenges
• Leverage thought leadership to expand client use of Planful solutions
• Develop understanding of client objectives, use cases, and requirements
• Act as the “Voice of the Customer” for internal stakeholders
• Provide escalation support to ensure client satisfaction
• Work independently to deliver consistent customer experience
• Use data to identify risks and opportunities in client adoption
• Document and manage customer interactions with Gainsight, SFDC, and other tools
• Provide new ideas and challenge the status quo

Requirements

• 5+ years in a client-facing Customer Success Manager role in Financial Software
• Strong business acumen and understanding of DACH market trends
• Located in Germany
• Excellent communication skills in English and German
• Proficiency in Gainsight, Salesforce, G-suite; AI experience a plus
• Ability to influence and consult on business and technical problems
• Experience in SaaS environment
• Understanding of finance and financial planning processes

Benefits

• 2 Volunteer days, Birthday PTO, and quarterly Wellness Days
• 3 months supply of diapers and meal deliveries for Maternity/Paternity leave
• Annual Planful Palooza and team-specific offsites
• Office hubs in San Francisco, Toronto, London; home office setup benefits
• Company-wide Mentorship program and monthly training programs
• Employee Resource Groups and support for creating new communities
• Base salary band: €90,000 – €145,000 per year, plus bonuses/commission