Customer Success Manager

About Plot

Plot is an AI-powered strategic intelligence platform built for the video-first era. We help the world's leading consumer brands — Lululemon, Anthropologie, Pepsi, Fenty, CAVA, and others — understand culture, track earned media, and make faster, smarter decisions using video data.

We analyze the full context of TikTok and Instagram videos — visuals, audio, and text — to surface insights that legacy social listening tools built for a text-first world simply can't see. We use that data to power workflows our clients rely on daily: discovering creators and partners, measuring campaign performance and community engagement, tracking brand sentiment, and answering strategic questions with real consumer data.

We just closed our seed round, and we're moving fast. Our customers are some of the sharpest marketers in the world — and we're looking for someone who can think and operate at their level.

The Role

We’re hiring a Customer Success Manager who operates as a strategic partner to our customers — part advisor, part operator, part creative thinker. This is not a reactive support role. You’ll work alongside some of the best marketing and social teams in the world, helping them think more strategically, move faster, and get real value from Plot.

You’ll act as an extension of each customer’s team (similar to an agency partner) while also owning the operational rigor needed to drive adoption, retention, and growth. If you love marketing, culture, and working directly with customers to solve real problems, this role will feel energizing.

What You'll Do

• Own the end-to-end customer relationship post-sale, from onboarding through renewal and expansion

• Build trusted relationships with marketing, social, and brand leaders at enterprise customers

• Ensure customers are seeing clear, meaningful value from Plot and feel confident in their investment

• Act as a strategic advisor helping customers apply insights, not just access them

• Partner closely with Product to share customer feedback, uncover patterns, and influence roadmap decisions

• Lead onboarding, trainings, QBRs, and ongoing check-ins tailored to each customer’s goals

• Own and drive renewals, ensuring customers are confident, happy, and retained

• Identify expansion and upsell opportunities based on customer needs, usage, and outcomes

• Proactively identify risks, opportunities, and moments to go above and beyond for customers

• Maintain highly organized customer plans, documentation, and follow-ups

• Collaborate with Sales on renewals, expansions, and long-term account growth

What We're Looking For

• 4+ years of experience in Customer Success, Account Management, or a similar customer facing role in B2B SaaS

• Proven experience supporting renewals and expansion for enterprise customers

• Exceptionally personable — you build trust quickly and genuinely care about your customers

• Highly organized with strong attention to detail and follow-through

• Comfortable navigating technical concepts and working closely with Product and Engineering

• Experience supporting enterprise customers with multiple stakeholders

• Proactive, solution-oriented mindset

Bonus Points

• Hands-on experience working on or with social media teams (community, social, brand, or content)

• Familiarity with social platforms like TikTok, Instagram, and YouTube

• Experience translating insights into action for marketing or social teams

• Background in martech, social tools, or creator economy platforms

Why you'll love Plot

• We're building something that didn't exist before: Most brand mentions on TikTok and Instagram happen inside video — untagged, invisible to every tool on the market. Plot's video intelligence technology changes that, unlocking workflows that simply weren't possible before: tracking earned media, sourcing authentic creators, and answering strategic questions with real consumer data.

• We're building product our customers love: Our customers are some of the sharpest marketers in the world. We understand their problems better than anyone else and building products they can't imagine working without.

• We're a small team that does big things: Everyone here has real ownership and real impact and is excited to work together.