Customer Success at Plane

Job description

ABOUT PLANE Plane's mission is to build the infrastructure the world's work runs on. Every organization runs on three things: the projects it's driving, the knowledge it keeps, and the requests it fields. Plane brings all three into one open, adaptable platform: simple enough for any team to adopt, dependable enough for organizations to build on. And we are building it for a future where humans and AI agents do that work together. Plane began in public on GitHub at the end of 2022. Since then it has grown into a work management platform used by teams around the world: 55,000+ stars, 5,000+ forks, and a contributor community that reads our code and files our issues. Organizations run Plane as a managed Cloud service, on their own infrastructure, or inside fully isolated environments. Building in the open keeps us close to users and raises the standard for everything we ship. Plane is the #1 work infrastructure in aerospace, defense, financial services, and other regulated industries: organizations whose requirements for control, auditability, and data residency rule most software out. When the strictest buyers pick a system of record, that choice means something. Adoption is growing fastest on Plane Cloud and in sovereign clouds, deployments that keep everything inside a country's own borders and rules. Plane is backed by top investors and built across San Francisco, London, and Hyderabad. We work in tightly knit teams, stay close to users, and care about the visible product as much as the unglamorous details that make software dependable. People own problems end to end, and we add process only when it helps the work. HUMANS AND AGENTS We believe the next decade of work will be done by humans and AI agents together. Not agents replacing people, and not a chat window bolted onto software built for humans clicking around, but both working in one system of action, where an agent's work is as visible and as accountable as a person's. Most software treats AI as a feature. We treat agents as a kind of worker, and that changes what the system underneath has to be. Agents are only as good as the context they can see and the state they are allowed to change, so shared context, explicit state, durable history, and accountable action are not items on our roadmap. They are the product. Plane is built so that when an agent acts, the humans responsible can see what happened, why, and on whose authority, and the record survives. This is what the infrastructure is for: making the future where humans and agents work together useful, legible, and fully within the organization's control. Every role at Plane is some part of building that. ABOUT THE ROLE A customer who signs with Plane has usually just migrated off two or three other tools, and the first ninety days decide whether that migration was worth it to them. You will own a portfolio of accounts from onboarding through renewal, and you will be the person a customer calls when adoption stalls, not just when something breaks. You will work closely with sales on the handoff and with support and product when a customer's problem turns out to be a product problem. This role exists because a self-hosted, open-source product brings a different kind of customer, one who often has their own engineers already poking at the system, and keeping them successful takes more than a quarterly check-in call. WHAT YOU'LL DO - 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. WHAT YOU'LL BRING - You have owned a book of customer accounts post-sale, and you 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. NICE TO HAVES - You have worked in customer success, account management, or a similar post-sale role at a B2B SaaS company. - You have supported customers running a self-hosted or open-source product, where the customer's own technical team is part of the relationship. - You have contributed to Plane, run it self-hosted, or used it as a customer yourself. - You have supported customers in regulated or enterprise environments where adoption depends on more than one stakeholder saying yes. WHY PLANE? Every company says it is different. We will try evidence instead. The scope is real. We are a passion team serving companies of every size, including some of the largest in the world. Something you ship this month will run inside a Fortune 500 company and a 50-person startup in the same week, and you will hear from both. The constraints make you better. Plane runs in our cloud, in customers' clouds, and on machines that will never touch the internet. Much of the work happens in the open, where the issues, the fixes, and the roadmap conversations are public. Building software that survives all of that is harder than building an ordinary SaaS product, and it is a better education than most companies can offer. The people-and-agents future is being built here, in production. We think humans and AI agents will share one system of action for work. We are building that system now, for customers who already depend on it, and you will work on that problem directly whatever your role. Your name is on the work. The teams are deeply connected enough that credit and responsibility both find you fast. That is some pressure. Mostly it is the fun part. If that sounds like your kind of place, we would like to meet you. Plane is an equal opportunity employer. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

Requirements

Must-haves

This is what the infrastructure is for: making the future where humans and agents work together useful, legible, and fully within the organization's control. Every role at Plane is some part of building that.
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.
You have owned a book of customer accounts post-sale, and you 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.

Nice-to-haves

You have worked in customer success, account management, or a similar post-sale role at a B2B SaaS company.
You have supported customers running a self-hosted or open-source product, where the customer's own technical team is part of the relationship.
You have contributed to Plane, run it self-hosted, or used it as a customer yourself.
You have supported customers in regulated or enterprise environments where adoption depends on more than one stakeholder saying yes.
Every company says it is different. We will try evidence instead.
Your name is on the work. The teams are deeply connected enough that credit and responsibility both find you fast. That is some pressure. Mostly it is the fun part.
If that sounds like your kind of place, we would like to meet you.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aigo

Platform: ashby
Effort: quick