Job Description

Customer Success Account Manager

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 is a remote position.

What You'll Do

• Monitor account health indicators, run usage and ROI analysis, lead business reviews, and visit customers on-site.
• Serve as the primary point of contact starting at implementation kickoff. Build relationships that last.
• Oversee customer implementations for new use cases and work closely with our technical team on back-end configuration.
• Spot and pursue contract expansion by understanding customer needs and matching them to what Plenful offers.
• Set the standard for clear, responsive, professional customer interactions, and improve how we communicate internally about customers.
• 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.

Why You'll Love Working Here

• Join an exceptional group of professionals aligned around a meaningful mission and committed to making an impact.
• Strengthen your expertise through collaboration with experienced, high-performing leaders across the organization.
• We're remote-first, with meaningful office presence in San Francisco and New York. R&D roles follow a hybrid model, with two days per week in our San Francisco office.

Benefits & Perks

• Full medical, dental, and vision insurance for you and participation for your family.
• Plenful matches 50% of your first 3% contributed to 401(k).
• Every full-time employee shares in our success.
• Unlimited PTO — take the time you need, when you need it.
• $100/week to cover your midday meals.
• $100/month to support your health and well-being.
• $100/month for SF and NYC-based employees.
• Paid leave to support growing families.

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