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Customer Success

Plane· Go-To-Market (GTM)
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CanadaFull-timePosted 2mo ago

About the role

Customer Success role focused on post-sale ownership of a portfolio, onboarding and adoption planning, and renewal/expansion conversations in a self-hosted/open-source Plane environment.

Responsibilities

  • Own the post-sale relationship for a portfolio of accounts, from onboarding through renewal and expansion.
  • Build the onboarding and adoption plan for each account based on how that customer actually works, not a template that assumes everyone migrates the same way.
  • Run the health check on your accounts yourself: usage data, support ticket patterns, and a direct conversation, not just a dashboard color.
  • Work daily with sales on the handoff into your book of business, and with support and product when a customer's complaint turns out to be a real gap, carrying it back with the customer's context intact.
  • Decide when a stalled account needs a harder conversation about renewal risk instead of another check-in, and have that conversation before the contract forces it.
  • Manage a customer who has their own engineers self-hosting Plane and reading the same GitHub issues you are, because they will sometimes know about a bug before your own support team does.

Qualifications

  • You have owned a book of customer accounts post-sale, and can walk us through one account you saved and one you lost, and what was different between them.
  • You can read product usage data and support history and turn it into an actual account plan, not a generic check-in.
  • You communicate clearly with both a champion inside a customer's org and that champion's boss, in writing and on calls.
  • You have run or contributed to a renewal or expansion conversation with real numbers attached, and know what it feels like when it does not go your way.
  • You can manage a portfolio of accounts with different needs at the same time, and you know which ones need you this week.

Skills

Required:Account ownership (post-sale)Reading product usage data and support historyCommunication with stakeholders

Benefits

  • Plane is an equal opportunity employer.
Last updated Sep 9, 2026. Interested? Apply on the company site.
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The Open Source Project Management Tool

Open-source project management that's simple, extensible, and loved by teams.

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