Customer Success Manager – North America - San Francisco - Plotline

    Plotline
    Plotline San Francisco

    5 days ago

    Description

    Overview


    Join Plotline as an early Customer Success Manager in North America and be at the forefront of delivering exceptional value to our enterprise clients as we expand internationally. As a key member of our customer success and go-to-market teams, you will work closely with top-tier customers, ensuring their successful onboarding, adoption, and long-term partnership with Plotline.

    About Plotline

    • Expanding aggressively into North America as part of our global growth strategy
    • Supporting leading apps such as Step, mFour, and more
    • A proven, enterprise-grade app personalization platform
    • Opportunity to shape customer success strategies with leadership and product teams

    About This Role


    As our first North American Customer Success Manager, you will guide enterprise clients throughout their Plotline journey – from onboarding and implementation to driving ongoing business impact. You will serve as their main advocate, ensuring clients are enabled, engaged, and realizing measurable value. Your partnership with sales, product, solutions, and engineering teams will be critical to bridging business and technical needs while building the foundation for Plotline's long-term success in the market.

    Key Challenges You'll Solve

    • Onboarding Excellence: Drive smooth, timely onboarding for enterprise and mid-market clients
    • Adoption Enablement: Ensure customers effectively leverage Plotline's platform, features, and best practices
    • Relationship Building: Establish strong, trust-based partnerships with client stakeholders
    • Value Realization: Proactively identify opportunities to maximize customer ROI and satisfaction
    • Process Improvement: Capture feedback and improve customer success workflows for North American clients

    Outcomes Expected

    • Q1 Objectives: Successfully onboard and ramp up the first 5+ North American enterprise clients
    • Q2 Objectives: Improve adoption rates and customer satisfaction metrics
    • Year 1 Objectives: Retain and expand $2M+ of annual customer revenue; help define scalable success practices for the region

    Responsibilities


    Customer Onboarding & Engagement

    • Lead onboarding process for new enterprise customers
    • Provide proactive training, enablement, and ongoing health checks
    • Develop success plans aligned with customer business objectives

    Relationship Management

    • Serve as dedicated point of contact for strategic accounts
    • Build and maintain strong relationships with client decision-makers and champions
    • Advocate for client needs internally and ensure issues are resolved promptly

    Value Delivery & Expansion

    • Monitor customer health metrics and drive product adoption
    • Communicate product updates, best practices, and new opportunities
    • Identify and support upsell/cross-sell opportunities in partnership with sales

    Internal Collaboration

    • Coordinate closely with sales, product, and solutions architecture to deliver an integrated customer experience
    • Provide structured feedback to influence product and process improvements
    • Contribute to documentation and resources to scale success programs

    Requirements


    Professional Experience

    • 2+ years in Customer Success, Account Management, or related client-facing roles (ideally in SaaS/enterprise software)
    • Experience supporting enterprise customers and managing technical onboarding processes

    Core Competencies

    • Customer Focus: Deep commitment to driving customer satisfaction and success
    • Communication: Outstanding written and verbal communication with both technical and business stakeholders
    • Relationship Management: Skilled at building trust and rapport with diverse client roles
    • Problem-Solving: Analytical thinker comfortable with identifying issues and driving resolutions
    • Collaboration: Highly organized team player eager to work cross-functionally in a fast-moving environment
    • Process-Oriented: Passion for building repeatable, data-driven success motions

    Ready to Drive Our Customer Success in North America?

    If you are passionate about partnering with enterprise clients, enabling their success with new technology, and want to help shape Plotline's future in a dynamic market, we'd love to connect. This is your opportunity to play a foundational role, build world-class customer value programs, and accelerate growth across North America.


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