About the RoleWe are looking for an
Enterprise Customer Success Manager (CSM) to join our Sales team and own relationships with our most strategic, high-value partners. This role is focused on managing a portfolio of large accounting firms and enterprise clients, driving deep adoption of Plooto across their client base, and unlocking significant expansion opportunities.
This is a senior, high-impact role that blends executive relationship management, strategic account planning, and consultative selling. Your success will be measured by net revenue retention, expansion within your book, and the long-term health of Plooto's most important accounts.
This is an exciting opportunity for a proven CSM who thrives in complex, multi-stakeholder environments and knows how to turn strategic partners into Plooto champions.
This is a fully remote role open to candidates in Canada and India.
Key Responsibilities- Own a portfolio of enterprise and national accounting firm partners, serving as their primary point of contact and trusted advisor at the executive level.
- Develop and execute tailored success plans for each account, aligned to their business goals and Plooto's growth objectives.
- Drive deep adoption across firm leadership and their client base, helping partners maximize payment volume, feature utilization, and overall platform value.
- Lead executive business reviews (QBRs), presenting ROI, strategic roadmaps, and expansion opportunities to senior stakeholders.
- Identify, develop, and close upsell and cross-sell opportunities within your book of business, carrying an expansion revenue target with commission tied to growth.
- Manage complex onboarding and implementation processes for large firms, coordinating internally with sales, product, support, and finance.
- Act as the voice of the enterprise customer internally, surfacing feedback that shapes product prioritization and go-to-market strategy.
- Proactively identify risk signals and develop mitigation plans to protect and grow net revenue retention.
- Collaborate cross-functionally to resolve escalations quickly and maintain a high bar for enterprise client experience.
- Travel periodically to visit enterprise partner offices, strengthening relationships with key stakeholders and supporting on-site business reviews, onboarding milestones, or strategic planning sessions.
Qualifications- 6+ years of experience in customer success, strategic account management, or enterprise sales, preferably in SaaS, fintech, or payments.
- Proven track record managing enterprise or national accounts with complex stakeholder maps and six-figure+ contract values.
- Demonstrated ability to meet or exceed NRR, expansion, or growth targets in a quota-carrying CSM or account management role.
- Executive presence, comfortable leading QBRs, navigating C-suite relationships, and influencing without authority.
- Strong strategic thinking: able to build account plans, identify growth levers, and connect Plooto's value to a firm's business outcomes.
- Exceptional communication, organizational, and project management skills; able to manage multiple complex accounts simultaneously.
- A hunter mentality balanced with deep relationship instincts, knowing when to push and when to listen.
- Comfort operating independently in a fast-paced start-up environment where you'll help define enterprise playbooks, not just follow them.
- Bonus: experience in the accounting software, payments, or AP/AR ecosystem.
