Customer Success Manager at Plantiful in New York, NY

Company Overview

Plantiful is building the operating system for the nursery and horticulture industry. Plants make their way to backyards, parks, and landscapes through a supply chain of skilled, passionate growers and wholesalers, many of whom run on thin margins with spreadsheets and decades-old tools. We're replacing that patchwork with one modern system where production, sales, fulfillment, and finances run together.

Founded in 2022, Plantiful was built on hundreds of conversations with growers, wholesalers, and retailers across the country, and that's still how we build today: in the field, in the greenhouse, and on the loading dock, with the people doing the work. Our customers range from container nurseries and field-grown tree farms to native plant growers and retail garden centers.

Our mission is simple: make plant businesses more productive, because healthier businesses sell more plants and help make the world a greener place!

The Role

Nurseries run on relationships, and so do we. We're looking for a seasoned Customer Success Manager to join our growing CS team and help us keep delivering the kind of partnership our customers rave about. You'll own a book of nurseries and wholesalers, be the person they call when they want to get more out of Plantiful, and make sure what they need shapes what we build next.

You'll join experienced CSMs and a tight-knit sales team who know the green industry well, and you'll work closely with our CEO and engineering team. We're still a small, fast-moving company, so your ideas will be heard and your impact will be visible from day one.

What you'll do:

• Get customers up and running. Guide nurseries through implementation, from their first onboarding meeting to their first order created in Plantiful, so they see real value quickly.
• Be a trusted partner. Meet regularly with customers to drive adoption, monitor usage, and deepen relationships, while spotting up-sell opportunities for them to unlock even more Plantiful capabilities.
• Solve problems. Answer questions and troubleshoot issues alongside our engineering team, and build support guides that help customers help themselves.
• Champion the customer. Be the voice of the nursery inside Plantiful. Gather feedback from customers in the field, translate it into clear needs internally, and help our engineers prioritize what we build next.
• Know the product inside and out. Become the go-to expert on Plantiful and the best practices that help growers run better businesses.

Where you'll work

Hybrid in the Greater NYC area, in the office Monday through Wednesday. You'll also have chances to join us at industry trade shows, where we meet growers face-to-face.

This role is for you if...

You get real satisfaction from helping small businesses thrive, you want to grow your career alongside a team that's growing just as fast, and you love horticulture (or are excited to fall in love with it). Bonus points if you know your B&B from your bare root.

What We’re Looking For

Requirements

• 3+ years of experience in a CSM or Account Management role - preferably in a SaaS environment
• Experience building collaborative relationships with customers and colleagues. You enjoy being part of the customer journey and partnering with your teammates on challenging problems
• You have experience in managing issues through the end-to-end support lifecycle from initial customer inquiry to triage and reproducing the issue, writing effective bug reports for the development team and inquiry resolution
• Ability to thrive with autonomy and ownership. As a CSM, we’ll expect you to own the customer relationships and drive upsell opportunities and retention
• Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment
• Collaborative team player comfortable working with the product, sales, and engineering teams
• You have excellent communication, presentation, organizational, and interpersonal skills

It’s a Plus If You Have Experience with

• Serving SMB businesses
• Serving industries undergoing generational change
• Passion for plants and making a greener world

Compensation

• $80K - $95K base salary
• Variable compensation component
• Equity Component

Benefits

• Rapid promotion as we continue to grow and hire
• 401(k) matching
• Medical, Dental, and Vision coverage
• Unlimited PTO with a 2-week advised minimum
• Fun company offsites!
• Access to pre-tax commuter benefits
• Covered short-term disability insurance
• Access to long-term disability insurance
• Great start-up culture

Our Values

Be a customer advocate - Our customers’ success is our success. By staying focused on our users and their workflows, we will build best-in-class solutions.

Grow a healthy, nurturing work environment - create the workspace you want for yourselves, your teammates, and your customers. Share your knowledge with your colleagues, help them grow, and improve their impact on our company and environment.

We are stronger through diversity and unity - we strive to create a positive, inclusive culture. We celebrate our diversity, acknowledge we don’t know what we don’t know, and strive to learn from our diversity to strengthen our platform.

Debate, collaborate, commit - You should always voice your opinions, be open to the views of others, debate, respect the outcome, and commit.

Stay hungry, focus on growth - Make sure you are always learning, adapting, growing as a person, and developing in your career. Leverage that growth to increase your impact on our customers, the company, and your fellow teammates.