Job Title
Lead, Customer Success
Location
Virtual
Status/Hours/Shift
Full-time, Exempt
Office Hours: 8:45 AM – 5:00 PM
Department
Customer Success
Compensation
Competitive salary based on experience, including a comprehensive benefits plan
About Plannernet
Plannernet is the largest, most experienced provider of freelance meeting and event talent. We serve organizations of all sizes and industries through our powerful technology platform and exceptional service. We enable companies and talent to work together in a seamless, compliant and cost-effective manner that creates economic opportunity for all.
Our Network of over 3,500 highly-specialized and vetted professionals, in over 70 countries, supports more than 200,000 hours of work annually. Plannernet's model continues to be the optimal solution for companies looking to increase agility, scale effectively, consistently meet demand and create extraordinary event experiences.
Equal Opportunity Employer
Plannernet is proud to be an equal opportunity employer. We are committed to diversity and inclusion, ensuring all qualified applicants receive equal consideration without regard to age, color, disability, gender, gender identity or expression, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Position Summary
The Lead, Customer Success plays a critical role in fostering strong relationships with Plannernet’s clients and ensuring the successful delivery of our solutions. Acting as the primary point of contact for an assigned portfolio of clients, you will focus on understanding client needs, driving excellent service delivery, and building long-term, strategic partnerships.
This role is ideal for a driven and detail-oriented professional who excels at relationship management, problem-solving, and cross-functional collaboration.
Key Responsibilities
Client Engagement & Relationship Building
- Serve as the dedicated Customer Success expert and primary point of contact for an assigned portfolio of clients.
- Develop strong, long-term relationships through proactive communication and exemplary customer service.
Implementation & Service Delivery
- Support client implementations, ensuring alignment on partnership goals, service solutions, contingency plans, and operating procedures.
- Understand and address each client’s unique needs, providing tailored solutions and identifying opportunities for improvement.
Account Management
- Maintain ongoing oversight of client activity, identifying trends and ensuring service levels meet or exceed expectations.
- Ensure seamless alignment between clients and their supporting suppliers to drive successful outcomes.
Issue Resolution & Communication
- Proactively identify and address client concerns, ensuring clear communication with all stakeholders throughout the process.
- Provide timely updates and solutions for any issues, maintaining high levels of client satisfaction.
Quality Assurance & Reporting
- Audit client engagements, processes, and financial records to ensure accuracy and consistency.
- Serve as the client expert, leading internal teams and coordinating efforts to support account objectives.
- Lead internal audits to ensure accuracy in client records and financial documentation.
Additional Responsibilities
- Participate in a rotation for the after-hours emergency customer service line during evening, night, and weekend hours.
Qualifications
Education
- Bachelor’s degree or equivalent work experience
Skills and Experience
- 2-5 years of experience in customer service, account management, or a related field
- Proficiency with Microsoft Office Suite (Excel, Word) and strong internet research skills
- Exceptional relationship-building and interpersonal skills
- Strong project management and process development abilities
- Excellent written and verbal communication skills
- Self-motivated, adaptable, and confident when navigating ambiguity
- Problem-solving mindset with effective decision-making skills
- Commitment to continuous learning and professional growth
Preferred Qualifications
- Experience in the meetings and events industry
Why Join Plannernet?
At Plannernet, you’ll have the opportunity to contribute to a dynamic, fast-paced environment where your work directly impacts our clients’ success and the growth of our supplier network. We are committed to fostering a culture of innovation, collaboration, and inclusivity, offering professional growth opportunities and a supportive team atmosphere.
We are guided by our core values - Respect, Accountability, Fulfillment, and Teamwork (RAFT). These values not only shape our company culture but also define how we work together, make decisions, and show up for our Clients, Suppliers, and peers.
