Founding Customer Sucess Manager

New York, NY (or Remote)

Company Overview

At Plantiful, we’re focused on transforming the Plant and Horticulture industry by leveraging modern technologies to solve key pain points businesses face. Our inventory and sales management software improves the workflows for plant growers and plant wholesalers, resulting in stronger ecological and financial profiles. In other words, our software helps make the world a greener place!

Job Description

We are looking for a seasoned Customer Success Manager who is driven, eager, and experienced in building and growing customer relationships. As one of the earliest customer-facing hires at Plantiful, you will play a significant role in forming the company sales & CS culture, which we intend to make a fantastic place to work!

Your day-to-day tasks will include:

  • Demonstrating expert level knowledge in delivering Plantiful solutions and best practices.
  • Onboarding & Adoption: Guide customers through seamless implementation and maximize product value to them.
  • Customer Engagement: You regularly meet with existing customers to promote product option, increase customer loyalty, identify expansion opportunities, strengthen relationships, and monitor usage
  • Support & Issue Resolution: You address questions and resolve customer issues in a timely manner, collaborating with product & engineering to troubleshoot and resolve issues. Proactively address customer issues via support guides
  • Cross-Functional Collaboration & Customer Advocacy: You act as a liaison between customers and internal teams, ensuring customer feedback is integrated into product development and prioritized appropriately.
  • Strategic Leadership & Process Optimizations: Work with the CEO to build a scalable, high-impact Customer Success framework & playbook, including developing internal and external processes and workflows to improve efficiencies across the customer onboarding, utilization, and renewal journey

This role is preferably based in New York, NY and will be hybrid (Mon. - Wed. in office). It will also require occasional travel to industry events. Remote applications will be considered.

This role is for you if you love horticulture, helping small businesses, collaborating with a strong team, and are looking for a great opportunity for personal & professional growth!

What We’re Looking For

Requirements

  • 4+ years of experience in a CSM or Account Management role - preferably in a SaaS environment
  • Experience building collaborative relationships with customers and colleagues. You enjoy being part of the customer journey and partnering with your teammates on challenging problems
  • Ability to thrive with autonomy and ownership. As a CSM, we’ll expect you to own the customer relationships and drive upsell opportunities and retention
  • Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment
  • You have experience in managing issues through the end-to-end support lifecycle from initial customer inquiry to triage and reproducing the issue, writing effective bug reports for the development team and inquiry resolution
  • Collaborative team player comfortable working with the founding product, sales, and enginerring team to strengthen the team, GTM strategy, and product
  • You have excellent communication, presentation, organizational, and interpersonal skills

It’s a Plus If You Have Experience with

  • Serving SMB businesses
  • Serving industries undergoing generational change
  • Passion for plants and making a greener world

Compensation

  • $85K - $105K base salary
  • Significant Equity Component
  • Variable compensation component

Benefits

  • Rapid promotion as we continue to grow and hire
  • 401(k) matching
  • Medical, Dental, and Vision coverage
  • Unlimited PTO with a 2-week advised minimum
  • Fun company offsites!
  • Access to pre-tax commuter benefits
  • Covered short-term disability insurance
  • Access to long-term disability insurance
  • Great start-up culture

Our Values

Be a customer advocate - Our customers’ success is our success. By staying focused on our users and their workflows, we will build best-in-class solutions.

Grow a healthy, nurturing work environment - create the workspace you want for yourselves, your teammates, and your customers. Share your knowledge with your colleagues, help them grow, and improve their impact on our company and environment.

We are stronger through diversity and unity - we strive to create a positive, inclusive culture. We celebrate our diversity, acknowledge we don’t know what we don’t know, and strive to learn from our diversity to strengthen our platform.

Debate, collaborate, commit - You should always voice your opinions, be open to the views of others, debate, respect the outcome, and commit.

Stay hungry, focus on growth - Make sure you are always learning, adapting, growing as a person, and developing in your career. Leverage that growth to increase your impact on our customers, the company, and your fellow teammates.

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