Customer Success Manager – Plum

About the role

We’re looking for a Customer Success Manager to own the post-sale relationship for a portfolio of Plum accounts. You’ll help customers adopt the platform fully, renew with confidence and grow their programs over time. You’ll work directly with customer stakeholders, including program owners and developers, and partner closely with Support, Category and Sales to manage escalations well.

What you'll do

• Own a portfolio of Plum accounts and take accountability for gross and net revenue retention
• Run regular business reviews covering redemption rates, program ROI, category and brand management, utilisation and roadmap alignment
• Track account health using usage, redemption, support and sentiment signals, and run recovery plans when churn risk appears
• Lead renewals with Sales and the Program Owner, and handle commercial conversations where needed
• Build executive-level relationships beyond the day-to-day admin contact

What you need

• 4–8 yrs of experience
• Customer success
• CRM
• Postman
• Sales
• HubSpot
• Upselling
• Any graduate

Good to have

• Zendesk
• Branding
• Salesforce
• Cross-selling