Customer Success Associate

About Us

Planful is the pioneer of financial performance management cloud software. The Planful platform, which helps businesses drive peak financial performance, is used around the globe to streamline business-wide planning, budgeting, consolidations, reporting, and analytics. Planful’s award-winning AI capabilities accelerate decision-making, helping Planful users in over 100 countries to close faster, accelerate cycle times, increase productivity, and improve accuracy. Planful is a private company with more than 1,500 customers, including Bose, Boston Red Sox, Five Guys, Grafton Plc, Gousto, and Specialized, and is backed by Vector Capital, a leading global private equity firm. Learn more at www.planful.com.

About the role

We are seeking a Customer Success Associate (CSA) to support customer engagement and retention efforts. This role partners closely with Customer Success Managers to proactively engage accounts, build relationships, and increase adoption across our customer base. This is an entry-level Customer Success position with clear growth potential into a Customer Success Manager role.

Requirements

• 2+ years of professional experience in a customer-facing role (Customer Success, Sales, SDR/ADR, Account Management, Customer Support, or similar)
• Experience working in a SaaS environment
• Proficiency in Salesforce (Service Cloud experience preferred)
• Demonstrated ability to manage multiple priorities and stay organized in a fast-paced environment
• Experience engaging customers via phone, email, and virtual meetings
• Strong written and verbal communication skills with a polished, professional presence
• Ability to build trust and establish relationships with external stakeholders
• Comfort working in evolving, high-change environments with a high level of accountability
• Track record of meeting activity or performance-based goals
• Basic understanding of finance, accounting, financial planning, or reporting processes is a plus.

Responsibilities

• Proactively engage a portfolio of Planful customers to drive adoption, awareness, and relationship building.
• Conduct structured outreach campaigns (calls, emails, meetings) to increase customer engagement and uncover priorities or risks.
• Re-engage dormant or low-touch accounts and establish initial relationships.
• Partner closely with Customer Success Managers to transition engaged accounts for deeper strategic management.
• Document customer interactions, insights, and next steps in Salesforce and other Customer Success tools.
• Identify potential risks, opportunities, or expansion signals and share insights with the appropriate stakeholders.
• Collaborate cross-functionally with Sales, Support, Product, and other teams to ensure a consistent customer experience.
• Maintain visibility into account activity, engagement metrics, and follow-up actions.
• Represent the Customer Success team with professionalism and accountability in all customer interactions.
• Continuously build product knowledge and contribute ideas to improve scalable outreach and engagement processes.

Why Planful

Planful exists to enrich the world by helping our customers and our people achieve peak performance. To foster the best in class work we’re so proud of, we’ve created a best in class culture, including:

• Volunteer days, Birthday PTO, and company-wide Wellness Days
• Supply of diapers and meal deliveries for the first month of your Maternity/Paternity leave
• Team off-sites in exciting destinations like New York, Sonoma, Nashville, Palm Springs, and our San Francisco headquarters
• Office hubs in San Francisco, Toronto, and London. We also offer benefits such as home office setup, and monthly wifi and cell phone reimbursements for remote employees
• Join Employee Resource Groups like Women of Planful, Parents of Planful, and more. We celebrate individuality and encourage teammates to bring their authentic selves to work - with full support for creating new ERGs and communities along the way
• Participate in People Programs that foster connection and wellbeing, such as Movember, Summer Wellness, Breast Cancer Awareness Month, and Hispanic Heritage Month

Pay Transparency Statement

At Planful, our top priority is supporting our employees and ensuring everyone has access to equal growth opportunities. Compensation decisions are based on each individual’s skills, experience, qualifications, and work location.

The base salary range for this role is $55,000 – $65,000 USD per year, depending on experience and location. This position is also eligible for bonus or commission. You can learn more about our benefits https://planful.com/jobs/.