Customer Success

Plane Careers Customer Success

Canada
· Full Time

Plane's mission is to build the infrastructure the world's work runs on. Every organization runs on three things: the projects it's driving, the knowledge it keeps, and the requests it fields. Plane brings all three into one open, adaptable platform: simple enough for any team to adopt, dependable enough for organizations to build on. And we are building it for a future where humans and AI agents do that work together.

Plane began in public on Git Hub at the end of 2022. Since then it has grown into a work management platform used by teams around the world: 55,000+ stars, 5,000+ forks, and a contributor community that reads our code and files our issues. Organizations run Plane as a managed Cloud service, on their own infrastructure, or inside fully isolated environments.

Building in the open keeps us close to users and raises the standard for everything we ship.

Plane is the #1 work infrastructure in aerospace, defense, financial services, and other regulated industries: organizations whose requirements for control, auditability, and data residency rule most software out. When the strictest buyers pick a system of record, that choice means something. Adoption is growing fastest on Plane Cloud and in sovereign clouds, deployments that keep everything inside a country's own borders and rules.

Plane is backed by top investors and built across San Francisco, London, and Hyderabad. We work in tightly knit teams, stay close to users, and care about the visible product as much as the unglamorous details that make software dependable. People own problems end to end, and we add process only when it helps the work.

We believe the next decade of work will be done by humans and AI agents together. Not agents replacing people, and not a chat window bolted onto software built for humans clicking around, but both working in one system of action, where an agent's work is as visible and as accountable as a person's.

Most software treats AI as a feature. We treat agents as a kind of worker, and that changes what the system underneath has to be. Agents are only as good as the context they can see and the state they are allowed to change, so shared context, explicit state, durable history, and accountable action are not items on our roadmap. They are the product.

Plane is built so that when an agent acts, the humans responsible can see what happened, why, and on whose authority, and the record survives.

This is what the infrastructure is for: making the future where humans and agents work together useful, legible, and fully within the organization's control. Every role at Plane is some part of building that.

A customer who signs with Plane has usually just migrated off two or three other tools, and the first ninety days decide whether that migration was worth it to them. You will own a portfolio of accounts from onboarding through renewal, and you will be the person a customer calls when adoption stalls, not just when something breaks. You will work closely with sales on the handoff and with support and product when a customer's problem turns out to be a product problem.

This role exists because a self-hosted, open-source product brings a different kind of customer, one who often has their own engineers already poking at the system, and keeping them successful takes more than a quarterly check-in call.

• Own the post-sale relationship for a portfolio of accounts, from onboarding through renewal and expansion.

• Build the onboarding and adoption plan for each account based on how that customer actually works, not a template that assumes everyone migrates the same way.

• Run the health check on your accounts yourself: usage data, support ticket patterns, and a direct conversation, not just a dashboard color.

• Work daily with sales on the handoff into your book of business, and with support and product when a customer's complaint turns out to be a real gap, carrying it back with the customer's context intact.

• Decide when a stalled account needs a harder conversation about renewal risk instead of another check-in, and have that conversation before the contract forces it.

• Manage a customer who has their own engineers self-hosting Plane and reading the same Git Hub issues you are, because they will sometimes know about a bug before your own support team does.

• You have owned a book of customer accounts post-sale
  , and you can walk us through…