Proactively engage a portfolio of Planful customers to drive adoption, awareness, and relationship building.
Conduct structured outreach campaigns (calls, emails, meetings) to increase customer engagement and uncover priorities or risks.
Re-engage dormant or low-touch accounts and establish initial relationships.
Partner closely with Customer Success Managers to transition engaged accounts for deeper strategic management.
Document customer interactions, insights, and next steps in Salesforce and other Customer Success tools.
Identify potential risks, opportunities, or expansion signals and share insights with the appropriate stakeholders.
Collaborate cross-functionally with Sales, Support, Product, and other teams to ensure a consistent customer experience.
Maintain visibility into account activity, engagement metrics, and follow-up actions.
Represent the Customer Success team with professionalism and accountability in all customer interactions.
Continuously build product knowledge and contribute ideas to improve scalable outreach and engagement processes.

2+ years of professional experience in a customer-facing role (Customer Success, Sales, SDR/ADR, Account Management, Customer Support, or similar)
Experience working in a SaaS environment
Proficiency in Salesforce (Service Cloud experience preferred)
Demonstrated ability to manage multiple priorities and stay organized in a fast-paced environment
Experience engaging customers via phone, email, and virtual meetings
Strong written and verbal communication skills with a polished, professional presence
Ability to build trust and establish relationships with external stakeholders
Comfort working in evolving, high-change environments with a high level of accountability
Track record of meeting activity or performance-based goals
Basic understanding of finance, accounting, financial planning, or reporting processes is a plus.

Volunteer days, Birthday PTO, and company-wide Wellness Days
Supply of diapers and meal deliveries for the first month of your Maternity/Paternity leave
Team off-sites in exciting destinations like New York, Sonoma, Nashville, Palm Springs, and our San Francisco headquarters
Office hubs in San Francisco, Toronto, and London. We also offer benefits such as home office setup, and monthly wifi and cell phone reimbursements for remote employees
Join Employee Resource Groups like Women of Planful, Parents of Planful, and more. We celebrate individuality and encourage teammates to bring their authentic selves to work
with full support for creating new ERGs and communities along the way
Participate in People Programs that foster connection and wellbeing, such as Movember, Summer Wellness, Breast Cancer Awareness Month, and Hispanic Heritage Month

Customer Success Associate

Key skills