MANAGER OF CUSTOMER SUCCESS

PlanHub is the leading pre-construction SaaS platform and marketplace, connecting general contractors, subcontractors, and suppliers to help them grow their businesses. Built with tradespeople in mind, PlanHub is designed around the user workflow to boost productivity, maintain deadlines, increase revenue, and create lasting relationships. Easily post projects or submit bids with anytime-anywhere collaboration for every commercial construction trade.
We are seeking an experienced Manager of Customer Success to lead a team dedicated to ensuring the success of our subcontractor accounts. In this pivotal role, you will be responsible for defining and executing the strategy to drive value, adoption, and satisfaction across our subcontractor client base. You will lead, develop, and inspire a team of Customer Success Managers, acting as a strategic partner to both our clients and internal teams to ensure subcontractor accounts thrive using our technology solutions.

• Lead and develop a high-performing team of Customer Success Managers, providing strategic direction, hands-on coaching, performance management, and career development opportunities.
• Define and execute the overall Customer Success strategy for the subcontractor portfolio, ensuring clients achieve maximum value from the platform, ultimately improving retention and minimizing churn at scale.
• Proactively identify and mitigate risks, while also discovering and capitalizing on growth opportunities across the entire subcontractor client base.
• Develop and implement robust reporting frameworks to monitor subcontractor satisfaction, adoption, and usage metrics, providing actionable insights and regular reports to senior internal stakeholders.
• Establish and drive key team goals and performance indicators (KPIs) that align directly with broader business objectives and revenue growth.
• Champion process improvement and knowledge sharing initiatives across the Customer Success team, fostering a culture of continuous learning and operational excellence.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support teams to ensure a seamless customer journey and advocate for client needs.