Customer Success Manager - SaaS (Contract)

PlanIT Geo is a software company that helps cities, utilities, and governments manage urban forests at scale. The Customer Success Manager will manage an established portfolio of accounts, handle customer questions and troubleshooting, support onboarding and renewals, and maintain customer continuity during a fixed-term engagement.

Responsibilities:

• Own a portfolio of customer accounts, from onboarding through renewal
• Respond to customer questions and troubleshoot issues via email and calls
• Track customer health, activity, and communication in HubSpot
• Flag at-risk accounts early and help develop retention plans
• Partner with the product and support teams to relay customer feedback
• Use AI tools actively in your own workflow
• Identify and implement AI-driven improvements across the CS function

Requirements:

• Proven experience in a customer success or account management role
• Hands-on experience using HubSpot (required)
• Customer Onboarding and Retention in a Software as a Service SaaS environment
• Strong written and verbal communication skills
• Comfort working independently in a remote, small-team environment
• Interest in GIS, mapping, urban forestry, or environmental sustainability is a plus, but not required