Customer Success Specialist II

Company Overview
Planview has one mission: to build the future of connected work, from ideas to impact.

As the global leader in work and resource management, Planview helps organizations accelerate the achievement of what matters most, supporting our customers from need to speed, from passion to progress, and from overhead to optimization. We provide the industry's most comprehensive solutions designed for strategic planning, portfolio and resource management, Lean and Agile delivery, product portfolio management, capability, and technology management (enterprise architecture), innovation management, and collaborative work and project management. Our connected platform of solutions underpins the business and digital transformations of more than 4,500 customers globally, including 59 of the Fortune 100.

At Planview, our people connections drive our innovation and success. Our global team of 1400+ work remotely and across our offices including Austin, Vancouver, Hod Hasharon, Bangalore, Sydney, and Stockholm. We're proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.

Learn more about our portfolio at , and connect with us on LinkedIn, Instagram, and X.

The Opportunity

• Exceptional team player with the ability to facilitate and harness cross-team collaboration while working with teams in person and virtually.
• Adapt to the new technologies.
• A self-starter and quick learner comfortable in a fast-paced environment where priorities change
• Customer-centric approach focused on helping the customer achieve value from their Planview technology solution
• Strong program development to own customer lifecycle journey focused on driving adoption and retention
• Strong analytical skills to measure effectiveness of the programs and report customers' trends
• Accountable for performance and results, and committed to delivering the best
• Proven ability to quickly learn new technology channels
• Self-motivated, attentive, organized, and willing to take complete ownership of a project
• Extreme attention to details and documenting customer interactions
• Excellent writing and communication skills
• Excellent time management skills

What You'll Do

• Engage in proactive communication with customers via e-mails, chat tools and telephone
• Become proficient in Planview's portfolio of products supporting the SPM (Strategic Portfolio Management), PPM (Project Portfolio Management), EAP (Enterprise Agile Planning) and PSA (Professional Services Automation) solution markets.
• Coordinate digital content for various customers depending on the customer persona (playbooks, strategies, plans, videos, tutorials, product walkthroughs)
• Develop and implement engaging adoption campaigns through various channels like Email, Gainsight CTA, Gainsight Playbooks, Customer Webinars, Inner Circles, 1: Some Strategy Sessions, etc.
• Team with other Customer Success Specialists to share a portfolio of customers
• Track and report critical metrics (adoption, usage, Health checks, Net Promoter Score)
• Review customer success journey program content, identifying content gaps and content to be updated, and collaborate with internal subject matter experts and customers to develop critical content as needed.
• Document all customer interactions in Gainsight capturing necessary details for continued follow up by other team members.
• Represent the customer whilst working with teams across the organization to ensure a singular and stellar customer experience with Planview.

What You'll Bring

• Bachelor of Arts or Sciences (BA/BS) degree or equivalent job.
• Previous experience in a customer services role helping customers grow in their knowledge and achieve greater value from their solution
• 3-6 years of experience in the Project Portfolio Management (PPM) space as a Technical Account Manager (TAM) / Professional Services (PS) / Customer Care (CC) or individual using a PPM solution working with waterfall and/or agile methodologies.
• Gainsight NXT and SFDC experience is preferred
• Strong knowledge of Organizational Change Management, PPM/PSA business processes and business.
• Working knowledge of the project management or professional services, managed services, embedded services industry including knowledge of leading practices.
• Experience working with Planview products
• Fluent in
• Fluent in one additional language (German, French) is

Benefits At Planview
At Planview, you'll join our global team and culture which reflects the vibrant communities in which our employees live and work. To support you at Planview, you will enjoy:

• Unplugged Days: 4 company-wide paid days off per year to recharge and relax.
• Generous PTO offerings (region dependent).
• Region specific competitive benefit plans to support you at any life stage including parental leave, retirement, medical plans, wellness support, and remote work support.
• Paid time to volunteer through Planview's Force for Good Week.
• Employee Referral bonus program.
• Weekly office lunches for hybrid team members and social events.
• Flexible work hours/environment.

Now is a great time to join our team. If you are looking for a place to grow your career, innovate with best-in-class solutions, and build the future of connected work, Planview is the right place for you

Diversity, Equity and Inclusion at Planview
As part of our efforts to build a workforce with diverse talent, we encourage applications from Indigenous, Black, and other racialized communities, 2SLGBTQIA+ communities, people with neurodivergence, immigrants, people with disabilities, and other equity deserving groups. In addition to building a diverse workforce, we are committed to fostering an inclusive and accessible experience. Reasonable accommodations for the interview process can be requested by emailing