The Role
Our Purpose
Scheduling isn’t simply filling shifts. It’s finding the sweet spot that enables businesses to grow and team members to enjoy the perfect work/life balance.
At Planday from Xero, we aim to use Agentic AI to build a future where managers seamlessly can free up invaluable time for their business and teams. We’re not just building software; we’re on a mission to make shift work more human, to change work/life balance from a luxury to a reality for all shift workers. We’re using advanced technology to help humans reach their full potential. At work and in life.
Founded in 2004, Planday is headquartered in Copenhagen, Denmark and helps create perfect schedules for hundreds of thousands of users across the world. Planday was acquired by Xero in 2021.
How you’ll make an impact
As a Customer Success Manager, you will own and grow a portfolio of customers by ensuring they realise clear, measurable value from Planday.
This role exists to turn customers into long-term partners. You will lead the post-sale customer lifecycle, driving adoption, retention, and account growth through structured account planning, proactive stakeholder engagement, and strong commercial ownership.
You will operate as the trusted partner to your customers, aligning Planday’s capabilities to their business priorities to help them succeed, creating momentum, and identifying opportunities to deepen our relationship and increase the value we deliver.
What you’ll do
Own a portfolio of customers with accountability for retention and growth
Build and execute joint account plans with your customers creating clarity on priorities, ownership and where value comes next
Help customers get more from Planday by increasing adoption, confidence, and impact
Lead renewal and commercial conversations with confidence
Lead confident executive conversations about outcomes achieved and what it will take to go further
Build multi-threaded relationships across operational and executive levels
Create and develop opportunities that help customers achieve more with Planday
Partner effectively across Sales, Product, Customer Experience, and Marketing to advance customer priorities
Champion the voice of the customer and influence decisions that make our product stronger
Share customer insight and success patterns that inform internal strategy and planning
What you’ll bring with you
Experience managing and growing B2B SaaS customers
Strong commercial instincts and comfort leading value and investment conversations
Proven ability to build joint plans and drive accountability with customers
Confidence engaging executives and navigating complex organisations
Ability to translate product capability into tangible business outcomes
Technical credibility and experience partnering constructively with product teams
High ownership mindset with disciplined follow-through
Collaborative, low-ego approach to winning as a team
Success looks like
Strong retention and expansion across your portfolio through customer relationships that surface upsell, cross-sell, and renewal opportunities.
Customers with active plans and clear progress toward value
Consistent growth in adoption, usage, and realised outcomes
Executive stakeholders who see Planday as a strategic partner and trust you as their adviser
Actionable customer insight shaping internal priorities
This position description is intended merely as a guideline of the responsibilities involved in the position. The employee is expected to perform any other duties as reasonably required by their Manager.
At Planday, we offer you
Benefits like pension, health insurance, inclusive support for new parents and generous vacation
On top of your annual base salary, you are offered to be part of an Employee Share Plan
Growth and progression opportunities – we want you to grow with us
Flexible remote work
Strong social culture with lots of team and company activities
Meaningful work – everyone at Planday contributes to improving the lives of shift workers around the globe
Healthy work-life balance and autonomous approach to work. We trust in you and your abilities
Finally, our offices are not just workplaces (although they are pretty nice and well-located, we have to say!). Plandayers are open and welcoming and at Planday, everyone has the freedom and support to show their true self at work.
[PE] Our tech stack is cutting edge and our engineering work is supported by dedicated in-house scrum masters and agile evangelists.
At Planday, we firmly believe that diversity and inclusion are the cornerstones of innovation and a vibrant workplace culture, and we highly value the strength that diverse backgrounds offer.
As an equal opportunity employer, we strive to create an equitable experience for all our candidates throughout the process. Please let us know if you need reasonable accommodation during the application or interview process.
All applicants will be considered for employment without attention to any personal characteristics.