About the job
Our Mission
At Xero, we believe that effective scheduling goes beyond merely filling shifts; it's about finding the right balance that supports business growth while ensuring team members achieve an optimal work/life balance.
Through our innovative Agentic AI technology at Planday, a subsidiary of Xero, we are dedicated to crafting a future where managers can efficiently allocate their time, benefitting both their business and team. We are committed to transforming shift work into a more human-centric experience, making work/life balance accessible to all shift workers. Our advanced technology empowers individuals to unlock their full potential both professionally and personally.
Established in 2004, Planday is proudly headquartered in Copenhagen, Denmark, and currently assists hundreds of thousands of users globally in creating optimal schedules. Planday became part of Xero in 2021.
Your Impact
As a Customer Success Manager, you will take ownership of a designated portfolio of customers, ensuring they derive clear and measurable value from Planday's offerings.
Your primary goal will be to forge lasting partnerships with customers, overseeing the post-sale customer lifecycle and driving adoption, retention, and growth through systematic account planning, proactive engagement with stakeholders, and strong commercial stewardship.
You will serve as a trusted advisor to your customers, aligning Planday’s capabilities with their business goals to foster success, create momentum, and identify avenues for deepening our relationship and enhancing the value we provide.
Key Responsibilities
Manage a portfolio of customers, ensuring accountability for retention and growth.
Develop and implement joint account plans with customers that clarify priorities, ownership, and future value creation.
Empower customers to maximize their use of Planday through increased adoption, confidence, and impact.
Lead renewal and commercial discussions with assurance.
Facilitate executive-level discussions regarding achieved outcomes and necessary steps for further advancement.
Cultivate multi-level relationships across both operational and executive tiers.
Identify and create opportunities for customers to achieve greater success with Planday.
Collaborate effectively with Sales, Product, Customer Experience, and Marketing teams to further customer priorities.
Advocate for the customer’s voice and influence product development decisions to enhance our offerings.

