Customer Success Manager

Job Locations US-FL-Orlando | US-UT-Salt Lake City
# of Openings
Customer Success
Regular Full-Time


PlanSource is a high-growth software company headquartered in Orlando, Florida with offices in Salt Lake City, Charleston, and Bangalore, India. As part of the Vista Equity Partners portfolio of companies, we are working to reinvent the employee benefits administration landscape. Our talented employees benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth. 


Our software has helped the various stakeholders in the Benefits Administration space in managing how benefits are bought, sold, managed, and consumed, and continues to transform the industry with innovative solutions. Nearly 7.5 million consumers receive their benefits through the PlanSource platform, which provides flexible and intuitive software and services for benefits administration.


We are looking for a Customer Success Manager to manage long-term customer relationships with our existing customers. The Customer Success Manager is responsible for developing positive customer relationships that promote customer retention and loyalty. Their job is to work closely with our clients to ensure these customers are successful using PlanSource products and services.

About the Customer Success Manager role 

As a Customer Success Manager, you’ll be managing our partners and their customers - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

  • Develop and execute strategic business plans in partnership with our partners with a focus on renewing existing business.
  • Build and manage relationships with Sales, Business Development and Operations teams.
  • Understand partner strategy, identifying areas of alignment, and structuring compelling renewal initiatives
  • Increase PlanSource awareness and preference with Broker Customer Success team
  • Prepare and communicate weekly, monthly, and quarterly partner status reports to include renewals, terminations, and net revenue retention forecasts.
  • Perform periodic health checks with each of your broker partners on an ongoing basis by calculating health of brokers and customer accounts.
  • Execute playbook(s) to take effective steps in ensure customer renewals.
  • Become an expert in PlanSource’s product offerings and how to position solutions as part of the contract renewal process.
  • Adapt presentations to suit a particular audience; respond to objections successfully
  • Travel as needed to visit partners and/or customers, perform quarterly business review (QBR) presentations, complete training,
  • Be a driving force in the success of the company’s goals by achieving and exceeding individual revenue retention.
  • Work with our partners to deliver predictable outcomes and experiences for their customers and predictable growth for their business by delivering and communicating ROI for our clients, throughout the customer lifecycle, and quarterbacking experiences by various cross-functional teams at PlanSource, on behalf of the customer.
  • Create a focused renewal and customer health campaign with our partners.
  • Work with your teammates to improve the customer experience

About You

Your qualifications/abilities include:

  • Preferred 1+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • Bachelor’s Degree in Sales & Marketing, Business or Business Administration preferred
  • HR, benefits and/or payroll industry experience preferred
  • You are versed in building a strong network, display both personal impact and presentation skills.
  • You have experience with complex technology and are comfortable negotiating and presenting to people at all levels in an organization.
  • Persuasive speaking skills and persistent with follow-up
  • Ability to work in a fast-paced, remote team environment with a cadence of delivering monthly results
  • Strong financial acumen related to product pricing and customer profitability
  • Experience in working with complex, multi-divisional, multi-geographical customers preferred
  • Experience with Salesforce, PowerPoint, Word, and web-based presentation technology
  • Ability to travel up to 25%
  • High energy and positive attitude. Activity and results driven.
  • Strong leadership skills
  • Impressive executive presence and communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • Bias for action
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)

What We Offer

  • Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
  • An inclusive environment with Employee Resource Groups to join, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
  • The opportunity to work for a fast growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
  • Fast-paced environment with big goals and the opportunity to make a big impact.


Top five reasons to come to PlanSource:


#5: Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. Vista’s portfolio of technology and software companies collectively make up the 4th largest software ecosystem in the world.


#4: PlanSource is highly rated with our customers. Be proud of our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.


#3: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, employee recognitions, and a commitment to wellbeing.


#2: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and offering development plans and tracks to pursue your personal and professional goals.  


#1: Share our values. Be part of a team that values diversity and representation in all levels of the organization. Be part of a team that gives back to local communities, and is actively aware of their social and environmental impact.


PlanSource is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.


We celebrate and support our employees’ diversity in age, color, disability, ethnicity, cultural beliefs, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status and other characteristics that make our employees unique. 




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