About the role
Plain is redefining customer support for the next generation of B2B companies. We're building the fastest, most powerful platform to help companies move beyond reactive support and build real customer relationships. Some of the world's most forward-thinking companies — including Cursor, Ashby, Vercel, and Granola — use Plain to unify customer interactions, collaborate faster, and supercharge their workflows with AI. We're a small, tight-knit team with offices in San Francisco and London, and teammates across Europe. This role is hybrid (3 days in-office) from our San Francisco office. We tend to start our work days earlier to overlap with our EU colleagues (7:30-8am), but we promise to provide the coffee/tea ☕ and morning tunes 🎵.
What you'll do You'll be joining our Customer Success team to own onboarding and account management for our top-tier customers. Your focus is making sure these customers get to value fast, stay deeply engaged with Plain, and have a world-class experience throughout. This is a hybrid role that spans onboarding, account management, product feedback, and cross-functional collaboration. You'll work hand-in-hand with sales, product & engineering, and support. These teams are intentionally very cross-functional and collaborative at Plain, and you should love that. What makes this role special? You won't just be supporting customers, you'll be doing it through Plain itself. Our product is designed to power high-quality customer interactions and you'll be using it every day. The feedback you gather and the insights you surface will directly shape how we build the product, both for you and our customers. We're looking for someone with 5+ years of experience in a CS or post-sales role at an early-stage B2B SaaS company who is obsessed with helping customers succeed. Here's what
the role looks like day-to-day: Own onboarding for top customers: Gather context from sales, lead onboarding end-to-end, and drive customers to value as quickly as possible. You'll set the pace, remove blockers, and make sure every customer understands how to tie Plain to their success metrics and business cases from day one. Manage and grow key accounts from onboarding onwards: Build deep relationships with our most important customers. Track health, drive renewals, and identify expansion opportunities by staying close to what they need and where they're headed. Be hyper-communicative: Set expectations early and often with customers around high-velocity, high-volume communication. You're the kind of person who over-communicates on timelines, proactively shares updates, and keeps customers in the loop even when there's nothing new. Be the voice of the customer: Advocate for customer priorities internally, influence product roadmap conversations, and make sure
