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About the Role

As a Customer Success Leader, you will lead a team of Customer Success Managers responsible for helping customers realize meaningful value from Planday. This role ensures customers succeed at scale by guiding the team to build strong customer partnerships, drive product adoption, and create conditions for long-term retention and growth. You will combine people leadership with strategic customer ownership, helping your team operate with clarity, discipline, and strong commercial instincts.

Responsibilities

Lead and develop a high-performing team of Customer Success Managers who build strong, trusted partnerships with customers and consistently deliver meaningful business outcomes.
Own the post-sale customer lifecycle and ensure Customer Success operates as a predictable driver of retention, expansion, and long-term customer value.
Create clarity and direction for the team by setting high standards for account strategy, customer engagement, and ownership of results.
Drive retention and expansion by helping customers clearly understand, adopt, and realize the full impact of Planday in how they operate and grow their businesses.
Support your team in building strong relationships with senior stakeholders and engage directly with strategic customers when needed to strengthen partnerships and unlock new opportunities.
Use data and customer insight to identify opportunities, risks, and patterns across the customer base, helping the team act early and operate with greater predictability.
Build discipline around forecasting, customer health visibility, and success planning so retention and growth become measurable and scalable outcomes.
Partner closely with Sales, Product, and Revenue Operations to strengthen how we serve customers and continuously improve the systems, processes, and operating model that support Customer Success.
Continuously evolve how Customer Success operates by turning insights from customers and the team into stronger playbooks, clearer operating rhythms, and better execution.
Lead through example by bringing curiosity, ownership, and a genuine commitment to helping customers succeed.

Requirements

5+ years of experience in Customer Success, Account Management, or other customer-facing roles within a B2B SaaS environment.
Experience leading or mentoring teams and developing high-performing individuals.
Strong understanding of the SaaS customer lifecycle including onboarding, adoption, renewal, and expansion.
Experience working with complex customers and navigating multi-stakeholder environments.
Strong commercial awareness and the ability to connect product capabilities with meaningful customer outcomes.
Ability to operate at both strategic and execution levels by setting direction while also engaging in the details when needed.
Strong communication and stakeholder management skills.
A pragmatic and low-ego leadership style that values clarity, trust, and accountability.
Curiosity and a genuine interest in understanding how customers operate and how technology can improve their businesses.
Comfort working in fast-moving environments where priorities evolve and collaboration across teams is essential.
Experience leveraging a modern CS tech stack to automate customer health tracking, manage task workflows, and provide clear visibility into the customer lifecycle.
A collaborative mindset to partner with Marketing on customer advocacy initiatives, such as developing case studies, testimonials, and referral programs that highlight Planday’s impact.

Skills

Customer Success
Account Management
B2B SaaS
Team Leadership
Mentoring
SaaS Customer Lifecycle Management
Stakeholder Management
Commercial Awareness
Strategic Planning
Execution
Communication
Data Analysis
Forecasting
Customer Health Tracking
CS Tech Stack Utilization
Collaboration
Customer Advocacy

Location

Remote

Work Type

Flexible remote work

Experience Level

5+ years of experience in Customer Success, Account Management, or other customer facing roles within a B2B SaaS environment.
Experience leading or mentoring teams

Benefits

Pension
Health insurance
Inclusive support for new parents
Generous vacation
Employee Share Plan
Growth and progression opportunities
Flexible remote work
Strong social culture with team and company activities
Meaningful work
Healthy work-life balance
Autonomous approach to work

About the Company

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.

Equal Opportunity

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.