Customer Success Advocate

Role Overview

As a Customer Success Advocate at Planful, you will manage high-visibility relationships with strategic, prestigious clients. You’ll act as a trusted advisor and use technical subject-matter expertise to help customers maximize value from the Planful platform—supporting onboarding, driving outcomes, and ensuring renewals.

Responsibilities

• Manage a portfolio of Planful’s most strategic customers and build value-driven, outcomes-focused partnerships.
• Partner with senior client leaders and work cross-functionally to drive customer success.
• Define and execute best-in-class, scalable, repeatable processes to ensure client satisfaction.
• Use consultative/thought leadership to maximize and expand adoption of the Planful solution.
• Develop and lead success plans and action plans aligned to client business objectives.
• Use data to identify trends, risks, and opportunities across the customer base.
• Maintain day-to-day relationship ownership, including:
  • Coordinating internal/external stakeholders
  • Delivering high-quality written and verbal communications (e.g., business reviews)
  • Identifying expansion opportunities and partnering with Sales
  • Building depth and breadth of relationships with key contacts
  • Connecting clients via forums to drive networking and knowledge sharing
• Bring ideas and thought leadership to help the team build scalable customer success practices.

What You Bring

• Strong project and time management, with urgency and ownership to complete tasks and manage outcomes.
• Ability to proactively resolve issues blocking client success.
• Excellent collaboration across departments and strong focus across a broad customer set.
• Strong relationship management and executive presence to influence and drive change.
• Can-do attitude:
  • Learn Planful technology to a proficient level
  • Think creatively to solve customer business challenges
  • Demonstrate positive influence to help the Customer Success team succeed.

Preferred Qualifications

• 3+ years in a client-facing customer success or similar role (trailing text in source cut off).