Customer Success Manager - US at PlotBox

Location: US Remote 

Contract type: Permanent 

At PlotBox, we are transforming how cemeteries and crematories serve their families through world-leading SaaS technology. As we continue to expand across North America, we’re seeking a Solutions Consultant to join our fast-growing commercial team. 

This is a pivotal role where you will combine consultative sales expertise with a deep understanding of customer needs to deliver meaningful solutions that make a real impact.

Reporting to the SVP Business Development, North America, the Solutions Consultant will manage opportunities and close sales, taking a consultative approach to understanding customers’ needs, nurturing relationships, as well as building and maintaining focus on our product.

What you will do : 

• Build and maintain strong relationships with customers and act as their primary point of contact 
• Develop and execute customer success plans and strategies
• Build a deep understanding of the product, to be able to effectively and accurately support customers in adoption and use of the PlotBox product  
• Become a trusted adviser to the customer, from an early stage of project implementation, specifically in relation to the improvements it will bring to their business and help to ease the change management burden within the customer organisation
• Proactively identify upsell and cross-sell opportunities to increase revenue and customer satisfaction
• Feedback information gathered from customers to identify process and product improvements
• Enhance understanding of what makes PlotBox appealing to customers – internally and externally
• Work in partnership with customers to build, maintain and deliver account plans
• Work with customers to make them PlotBox advocates and ensure reference-ability
• Maintain detailed customer records including notes and relevant documentation on appropriate internal systems
• Work closely with the Product team to track progress of bug fixes and feature enhancements to keep the designated customer base informed

What we are looking for : 

• 2 years of experience in a customer facing role, with demonstrable experience of delivering success. 
• Experience of supporting customers through enterprise-scale IT implementations from an early stage
• Demonstrable experience of delivering success to the customer with a passion for providing exceptional customer service
• Experience of preparing and communicating regular reports to internal and external stakeholders 
   

Desirable Experience -Its not a deal breaker, but ideally you will have: 

• Strong understanding of the digital transformation challenges Crematoria and Cemeteries go through when moving to cloud-based software

Why should you join PlotBox ?

• We have a clear mission - and a sense of pride in doing what we do - to ultimately lessen people’s pain at the most difficult time of their lives; this means a lot to our team.
• We are a global company with over 150 colleagues based across the UK, Australia and North America. You’ll undoubtedly  broaden your understanding and appreciation of global operations.
• We have a passion for tech and innovation, actively exploiting new and cutting-edge tools and technologies to enhance our product and skillset.
• We are proud that, since 2020, we have received our Great Place to Work® Certification™ - our staff have told us loud and clear that they love working for PlotBox.
• We have also been recognised as one of the UK’s Best Workplaces for Development™ 2024 - we invest in employee growth; we nurture every career.
• We are a truly diverse and inclusive workplace; we are proud to boast 43% femalé representation - which is almost double the average within the tech industry and helped put us on the UK’s Best Workplaces for Women listing in 2023
• We focus on wellbeing and a supportive culture
• One of our core values is trust; you are trusted to do your job without someone micro-managing - we expect people to give their best efforts in return

Life at PlotBox - we appreciate that we may not be the right workplace for everyone, so below we have laid out what life at Plotbox is really like so you can decide if a career at PlotBox is for you !

• We are a growing / scaling company - as such we don't always have everything neatly mapped out so you have to be comfortable with ambiguity sometimes
• A 40 hour working week and flexible working hours. We ask everyone to be in the office during our core hours from 10-4pm meaning you can balance your work hours around life’s commitments.
• We believe in continuous improvement - so that can mean change is a pretty constant thing for us - we need our people to embrace change as opposed to resisting it
• We believe feedback is crucial to development so we will create a safe environment where you can take onboard feedback and use it to improve - but we can't force you to take the feedback on board; that's your choice
• We will support and nurture you - but we need you to show initiative, be able to tackle problems, roll with the challenges and get stuff done
• There is no room for ego round here - everyone is here because they bring something to the table - all voices are heard and respected
• We support our employees’ health and wellbeing with regular wellbeing initiatives and a health cash plan, access to EAP and additional counselling support
• Our flexible benefits suite allows you to flex-up (or down) on on benefits depending on what is most useful to you and your family at the time
• Career mobility and progression which is based on merit as opposed to ‘time-served’ as well as  the opportunity to travel to our global sites and visit customers when they need us on the ground. 
• Active social and charity committee - lots of social events throughout the year including a summer social, Christmas party, Easter events, quizzes, book club, walking groups, coffee mornings and many many more.

PlotBox is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

We welcome applications from all qualified candidates regardless of race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic that makes you who you are..All employment decisions are based on qualifications, merit, and business needs.

If you require any reasonable adjustment or wish to speak to a member of our Talent team about tailoring the recruitment process to your needs please email [email protected] stating the role you are applying for.