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Plenful

Customer Experience Lead

Plenful

. Improve Customer Success activation of contracted revenue and support renewals by identifying account patterns and risks and helping Account Managers act on them .

Posted 10/20/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing complex customer accounts and driving customer activation and retention through financial modeling and AI-driven workflows. Proven ability to lead cross-functional collaboration to enhance customer success and outcomes.

Highest-signal resume keywords
Customer Account ManagementFinancial ModelingAI-Driven Workflow DesignCross-Functional CollaborationCustomer Activation and Retention

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Financial ModelingCustomer ActivationCustomer RetentionData AnalysisWorkflow Improvement
Soft Skills
Relationship ManagementInfluencing Without AuthorityStrategic ThinkingOperational Ownership
Tools & Technologies
AI ToolsCustomer Success Platforms
Industry Keywords
Customer SuccessAccount ManagementRevenue RiskCustomer Journey

About the role

Key responsibilities & impact
  • Improve Customer Success activation of contracted revenue and support renewals by identifying account patterns and risks and helping Account Managers act on them
  • Manage key customer relationships and help customers realize value, reach it sooner, and build a case for continued partnership
  • Build and evolve the activation model to provide visibility into customer progress, commitments, and risks
  • Use financial modeling to understand activation timing, customer value, revenue risk, and required resources
  • Design and own AI-driven workflows that improve team effectiveness and consistency
  • Collaborate across Sales, Finance, Product, Engineering, and Customer Success to improve the customer journey and resolve issues affecting outcomes
  • Directly manage a select group of key accounts and own customer relationships and outcomes

Requirements

What you’ll need
  • Significant experience managing complex customer accounts and improving Customer Success team operations
  • Track record of driving customer activation, retention, and measurable value
  • Strong financial modeling skills and ability to turn analysis into sound decisions
  • Experience using AI to improve workflows that people adopt and trust
  • Ability to lead cross-functional work and influence outcomes without formal authority
  • Comfort moving between strategic account work, analysis, hands-on building, and ongoing operational ownership
  • Current authorization to work in the location where the job is posted

Benefits

Comp & perks
  • Full medical, dental, and vision insurance for you and participation for your family
  • 401(k) with Company Match — Plenful matches 50% of your first 3% contributed
  • Equity for every full-time employee
  • Unlimited PTO
  • Daily lunch stipend of $100/week
  • Wellness stipend of $100/month
  • Commuter benefits of $100/month for San Francisco and New York-based employees
  • Paid parental leave
  • Flexible hybrid work environment / remote-first work environment
  • Opportunities for growth through collaboration with experienced leaders