(Senior) Customer Success Manager
Location: Remote - Must be based in Florida or Texas
Contract type: Permanent
At PlotBox, we believe true customer success goes beyond adoption — it's about advocacy, transformation, and growth.
As our new Senior Customer Success Manager, you’ll be at the forefront of delivering strategic value, owning high-impact relationships, and shaping what world-class success looks like.
This role is ideal for a high-performing individual with a strong commercial instinct, deep curiosity, and a passion for customer outcomes. If you thrive on building relationships, solving complex problems, and leading with purpose — let’s talk.
What you’ll do :
Customer Engagement
- Own customer relationships and drive strategic success plans
- Lead regular check-ins and business reviews to keep customers on track and thriving
Foster strong stakeholder relationships that drive long-term loyalty - Deliver exceptional onboarding experiences that ensure product adoption and success
Promote customer advocacy at every opportunity
Retention & Growth
- Monitor account health and proactively reduce churn risks
Collaborate across teams to ensure rapid, high-quality issue resolution - Drive renewals and expansions through consultative conversations and measurable outcomes
Surface upsell and cross-sell opportunities in partnership with Sales
Incorporate the customer voice into product feedback loops and roadmaps
Sales Enablement & Onboarding
- Support pre-sales activities by sharing customer success stories and insights
Participate in sales conversations, RFPs, and demos as a trusted advisor - Act as a bridge between implementation and ongoing success to ensure seamless handovers
Leadership & Mentorship
- Work with the Lead CSM to help define and evolve our customer success framework
- Share best practices across the team and help mentor junior CSMs
Champion excellence, scalability, and innovation in everything you do
What we are looking for :
- Experience in a customer-facing role (support, coordination, success, etc.)
- Strong written and verbal communication skills
- An interest in SaaS/technology and a desire to learn
- A team player with strong organisational skills
- Curious, proactive, and customer-centric attitude
Desirable Experience -Its not a deal breaker, but ideally you will have:
- Experience working with CRM or customer success platforms (e.g. Salesforce, HubSpot)
- Exposure to the cemetery, crematorium or local government sector
- Awareness of what good customer onboarding looks like
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 120 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
- Our focus on wellbeing and a supportive culture has seen us ranked on the UK’s Best Workplaces for Wellbeing list (2023)
- 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 life assurance policy ensures your loved ones are looked after should the worst happen *
- 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
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 careers@plotblox.io stating the role you are applying for.
