Customer Success Account Manager

About the Role

Plenful is hiring a Customer Success Account Manager to join our growing Customer Experience team. You'll work closely with our Head of Customer Experience to shape how we handle implementation, support, retention, and expansion - with enough scope to touch nearly every part of the company along the way. You'll partner across technical, commercial, and executive teams, and grow with the role as the company scales. This role is hybrid, 3x per week in either our New York, NY or San Francisco, CA office.

What You’ll Do

• Customer Satisfaction - Monitor account health indicators, run usage and ROI analysis, lead business reviews, and visit customers on-site.
• Customer Relationship Management - Serve as the primary point of contact starting at implementation kickoff. Build relationships that last.
• Project Management - Oversee customer implementations for new use cases and work closely with our technical team on back-end configuration.
• Expansion Opportunities - Spot and pursue contract expansion by understanding customer needs and matching them to what Plenful offers.
• Communication Excellence - Set the standard for clear, responsive, professional customer interactions, and improve how we communicate internally about customers.
• Strategic Optimizations - Lead data-driven analysis that helps us serve customers better and scale our processes.

You May Be a Fit If

• You've spent 3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field - ideally in SaaS or healthcare technology.
• You've managed customer relationships, driven adoption, hit retention goals, and grown accounts.
• You know your way around CRM and customer success platforms like Salesforce.
• You can read data and turn it into ROI numbers, decisions, and recommendations.
• You've run projects across multiple stakeholders and hit deadlines without dropping the ball.
• You write and speak clearly, and can influence stakeholders at every level.
• You solve unstructured problems with a customer-first mindset.
• You're organized enough to manage multiple accounts and prioritize independently.
• You're genuinely interested in healthcare and making the industry work better.
• You're comfortable in a fast-moving, still-being-built environment, and can travel up to 25% of the time.
• Bonus points for early-stage startup experience, familiarity with healthcare regulation (HIPAA, 340B, Prior Auth), and a BA/BS degree.

Benefits & Perks

• Healthcare Coverage - Full medical, dental, and vision insurance for you and participation for your family
• 401(k) with Company Match - Plenful matches 50% of your first 3% contributed
• Equity - Every full-time employee shares in our success
• Unlimited PTO - Take the time you need, when you need it
• Daily Lunch Stipend - $100/week to cover your midday meals
• Wellness Stipend - $100/month to support your health and well-being
• Commuter Benefits - $100/month for SF and NYC-based employees
• Parental Leave - Paid leave to support growing families