Customer Success Manager

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About Planet

Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers. We create great experiences for the millions of people who use our payments, software, and tax‑free solutions every minute of every day. Planet empowers its customers to deliver great customer experience by combining payments and software in ways that drive greater loyalty, increase revenue, and save time. Founded over 35 years ago with headquarters in London, we have more than 2,500 employees located across six continents, serving our customers in more than 120 markets.

Role Overview

The primary objective of the Customer Success Team is to build relationships with SME accounts, leading to improved customer lifespan and increased upsell and cross‑sell opportunities. Focusing on portfolio growth, retention, churn prevention, and satisfaction, the Customer Success Manager will be responsible for executing proactive outbound communications as well as managing inbound customer sales requests.

What You Will Do

• Contract renewals : coordinate customer contract renewals and negotiate to maximize retention.
• Upselling and cross‑selling : actively upsell products and services to the assigned customer base and identify opportunities to cross‑sell new Planet products, working closely with internal teams to ensure customers are live and transacting within agreed timeframes.
• Inbound commercial requests : cover inbound customer calls and requests for commercial and non‑operations purposes, engaging with customers before, during, and after execution.
• Outbound commercial campaigns : execute targeted commercial campaigns (win‑back offers, cross‑sell, upsell, etc.) via telephone calls or email and track engagement.
• Customer relationship management : own customer satisfaction within the assigned base, covering escalations or issues as required.
• Tracking : record and monitor customer requests diligently in CRM tools to ensure prompt response and resolution.

Who You Are

Why Planet

Planet is an equal opportunity employer where diversity is valued; all employment is decided based on qualifications, merit, and business need. Come and grow your career in the exciting, fast‑paced technology market with a business that delivers feel‑good connected commerce. We embrace a hybrid work model : three days a week in the office. Reasonable accommodations may be made to allow an individual to perform the essential functions of this role.

Seniority level : Entry level

Employment type : Full‑time

Job function : Other

Industry : IT Services and Consulting

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