Customer Success Manager - Remote Eligible

Bilingual Customer Success Manager

PlanHub is the leading pre-construction SaaS platform and marketplace helping general contractors, subcontractors, and suppliers connect and grow their businesses. Built with tradespeople in mind, PlanHub is designed around the user workflow to help boost productivity, maintain deadlines, increase revenue, and create relationships. Easily post projects or submit bids with anytime-anywhere collaboration for every commercial construction trade.

We are looking for a Bilingual Customer Success Manager (CSM) who can provide ongoing support to our English-speaking, Spanish-speaking, and bilingual clients. As a team member, you will contribute to building relationships, implementing new programs that will increase customer success and revenue potential, while minimizing churn rates.

Responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order, and taking ownership of the customer journey. Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us.

What you'll do to make an impact:

• Establish clear client retention goals.
• Build and nurture post-sale relationships with English and Spanish-speaking clients, driving adoption of PlanHub's product platform.
• Assist customers with onboarding, including account setup, product navigation, and training, in both English and Spanish.
• Conduct product walkthroughs, support calls, and training sessions in both languages.
• Promote the value of PlanHub's product suite and encourage adoption.
• Identify upsell opportunities for additional services and features.
• Call on clients quarterly to ensure initial training milestones are achieved, assess changes in needs, and provide tailored training or support plans.
• Proactively re-engage inactive clients (e.g., 30 days without login).
• Act as a trusted partner to help clients achieve long-term success.

What will make you stand out:

• Minimum of 3 years of inbound sales or customer success experience, required.
• Fluency in English and Spanish (both written and verbal) is required.
• SaaS solutions experience – construction industry preferred.
• Bachelor's degree in Business, Communication or similar fields, preferred.
• Strong communication and presentation skills, with the ability to influence and connect across languages.
• Experience supporting customer onboarding, training, and retention efforts.
• Creative problem solving and strong analytical skills.
• Ability to balance long-term strategy with short-term execution.
• Strong organizational skills with a passion for customer service.
• Familiarity with contact management and sales automation tools (HubSpot experience preferred).

What's in it for you:

• The opportunity to join a dynamic team that landed on the Deloitte Technology Fast 500 list and Inc. 5000 in 2024. You can make an immediate impact as PlanHub moves to dominate the industry!
• PlanHub Offers:
• An awesome culture where you will be empowered, make an impact, and learn a ton.
• Open time-off policy.
• An excellent benefit package, including medical, dental, vision, and life insurance.
• 401(k) plan with company match.

This role offers a base salary of up to $75,000 per year, depending on experience. It also includes a monthly performance-based bonus, earned by meeting variable targets. Total on-target earnings (OTE) are expected to range from $95,000 to $105,000 annually. This position will be a remote position within the United States. Occasional trips to our West Palm Beach, FL office, may be required. Applicants must be authorized to work for any employer within the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

PlanHub is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws. PlanHub complies with all applicable laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, training, and development.