• As a Small Accounts CSM, you are responsible for adoption, satisfaction and retention of a portfolio of small accounting practices. • You build simple, effective onboarding and adoption journeys, deploy 1:1 and 1:many actions, and manage account health using data. • Your objective: reduce time-to-value, drive regular usage of Pennylane and prevent churn, while identifying appropriate expansion opportunities. • Segment your portfolio and define playbooks by firm type. • Build lightweight, actionable Success Plans with clear milestones (activation, adoption of key features, autonomy). • Put in place appropriate coverage rituals: targeted 1:1 meetings, office hours, webinars, adoption campaigns and self-serve content. • Quickly align objectives, governance and success criteria with the firm. • Plan pragmatic rollouts: checklists, templates, mini-training sessions (webinars, tutorials), calendar and tracking. • Monitor weak signals (drop in usage, recurring tickets, negative feedback) and launch anti-churn action plans. • Systematically document activity in Salesforce.

Role Description Planful is seeking a highly motivated and results-driven Senior Customer Success Manager to join our team as we continue to invest in and scale the EMEA market. This is a highly visible role, working with our most strategic clients. By building strong relationships, acting as a trusted advisor, and bringing technical subject matter expertise, you will help maximize the Planful platform to meet clients' financial planning objectives. As the Senior Customer Success Manager - EMEA, you will be responsible for delivering a successful customer experience throughout the customer lifecycle. You will achieve this by: - Strategic consultation focused on client business objectives. - Developing insightful and impactful relationships with senior leadership. - Ensuring “day to day” client needs are being met. - Helping clients achieve ROI/value realization to retain and grow with Planful. - Managing and collaborating across the Planful ecosystem, including Sales, Support, and Product. - Sharing learnings, experiences, and thought leadership to help build scalable and repeatable processes. Qualifications - 5+ years in a client-facing, Customer Success Manager role, preferably in Financial Software. - Strong business acumen with a deep understanding of the software industry, with specific understanding of market trends, and customer needs in the EMEA region. - Excellent communication skills (both written and verbal) in English with strong presentation and facilitation skills. - Proficiency in Salesforce and G-suite. Experience with AI including ChatGPT a plus. - Demonstrated ability to influence and consult (providing options with pros, cons, and risks) and lead sponsors/stakeholders to the solution of business process and/or technical problems. - Experience in a SaaS environment. - Understanding of Finance, financial planning & reporting processes. Requirements - Strong Project & Time Management Skills. - Create & oversee success plans and corresponding action plans necessary to achieve successful, value-based outcomes. - Have a strong sense of urgency and ownership to complete and manage tasks in a timely manner. - Proactively resolve issues that stand in the way of client success. - Work collaboratively and cross-functionally with all departments at Planful. - Prioritize and focus on work required across a broad set of customers. - Utilize data to identify trends, risks, and opportunities. - Work at scale using “1 to many” strategies and methods. - Relationship Management skills to own day-to-day relationships with clients. - Understand the needs and objectives of the client to maintain strong partnerships. - Coordinate key project stakeholders, both internally and externally. - Provide high-quality written and verbal client communications including regular business reviews. - Identify new business opportunities within accounts and partner with Sales to execute accordingly. - Connect clients with other clients through various forums to drive networking and knowledge sharing. - Have a strong executive presence to help influence and drive change with clients. - Can-do attitude that enables you to roll your sleeves up and learn the Planful technology at a proficient level. - Think creatively about solving customer business challenges. - Provide a positive attitude to help influence the greater success of the Planful Customer Success team. - Take pride and ownership in all that you do. Benefits - 2 Volunteer days, Birthday PTO, and quarterly company Wellness Days. - 3 months supply of diapers and meal deliveries for the first month of your Maternity/Paternity leave. - Opportunities to attend in-person, company-wide events held in cities like San Diego, Denver, and Palm Desert, California. - Team-specific offsites. - Office hubs in San Francisco, Toronto, and London. - Home office setup, and monthly wifi and cell phone reimbursements for all employees, in-office or remote. - Company-wide Mentorship program with Executive sponsorship of CFO and Manager-specific monthly training programs. - Employee Resource Groups such as Women of Planful, Parents of Planful, and many more.

• Brindar atención al cliente personalizada y multicanal (email, chat y CRM). • Gestionar pedidos, incidencias y reclamos, asegurando una comunicación empática y profesional. • Colaborar con los equipos de Logística, Operaciones y Proveedores para garantizar soluciones rápidas. • Registrar y hacer seguimiento de casos en el CRM, manteniendo datos y reportes actualizados. • Contribuir a la mejora continua de procesos y documentación interna.

• Partner with up to 3 CSMs across 10–12 client accounts to support day-to-day client needs. • Respond to tactical client requests (e.g. pulling reports, answering product questions, creating follow-up materials). • Build and populate client-facing resources such as kick-off decks, insights presentations, and training materials using CreativeX templates. • Pull and analyse client usage data to prepare for strategic meetings or track progress against KPIs. • Track onboarding and project milestones in our client management platform (Vitally) and flag any risks or delays. • Coordinate with internal teams (Product, Support, Product Operations) to ensure timely resolution of client issues. • Assist in managing out-of-office coverage for client accounts, helping maintain continuity of service. • Contribute to early-stage insights and “story starter” slides that help clients identify creative performance trends. • Support the design of adoption campaigns and training plans that help client teams embed CreativeX in their workflows. • Pilot new tools, workflows, or AI features to help the CS team deliver insights more effectively. • Collaborate with Product, Marketing, and Enablement teams to gather client feedback, case studies, or data trends. • Improve and document repeatable CS processes to enhance efficiency and onboarding. • Build functionality in Vitally to automate common tasks and standardise workflows. • Administer the client NPS survey and contribute to internal reporting.