About the role
- Own a portfolio of Plum accounts and take accountability for gross and net revenue retention.
- Run regular business reviews covering redemption rates, program ROI, category and brand management, utilisation and roadmap alignment.
- Track account health using usage, redemption, support and sentiment signals, and run recovery plans when churn risk appears.
- Lead renewals with Sales and the Program Owner, and handle commercial conversations where needed.
- Build executive-level relationships beyond the day-to-day admin contact.
- Drive onboarding and time-to-value for new accounts, from program setup through to the first successful reward send.
- Guide customers across Plum’s delivery models: reward points, codes, links, Rewards API, marketplace SSO and the embedded storefront.
- Help customers move from manual or one-off sends to automated, workflow-driven programs through CRM, marketing and survey tool integrations such as Salesforce, HubSpot and Qualtrics.
- Run enablement for customer admins and developers through training, playbooks and best-practice sharing.
- Work with Support and Product to resolve integration and fulfilment issues quickly.
- Identify expansion across new use cases, regions, teams and higher volumes, for example moving a customer from employee rewards into referral, channel or consumer programs.
- Build account plans with clear expansion targets, and work with Sales on upsell and cross-sell.
- Bring customer insights to Product, including feature requests, integration gaps and competitive signals.
- Turn successful programs into case studies, references and advocacy.
- Use AI tools day to day to prepare for customer calls, summarise accounts, draft QBR decks and follow-ups, analyse usage data and flag risk.
- Build and share repeatable AI-assisted workflows and prompts that improve team productivity.
- Help customers see how Plum’s capabilities, including its MCP support, fit into their own AI-driven workflows.
- 4–8 years of experience in Customer Success, Account Management or a similar customer-facing role, ideally in SaaS or platform businesses.
- Hands-on understanding of APIs, including REST, authentication, webhooks, request and response handling, error codes and sandbox testing.
- Ability to read API docs, work through integration issues with a customer’s developers and use tools such as Postman.
- A proven track record on retention, renewals and expansion, with clear ownership of NRR or GRR numbers.
- Strong communication and stakeholder management skills, from business users to senior leaders to engineers.
- Practical, regular use of AI tools such as Claude in your own work, with real examples to share.
- Comfort working with dashboards, spreadsheets and usage data to tell a clear account story.
- Flexibility to work across time zones, including adjusting your schedule to US business hours on specific days.
- Experience in rewards, incentives, loyalty, recognition, gifting or payouts.
- Experience in an API-first or developer-facing product business, such as payments, fintech, communications or other platform APIs.
- Familiarity with CRM and CS tools such as HubSpot and Zendesk, and with SSO or identity concepts.
- Experience working with global or multi-currency customers.
- You’re curious, structured and proactive, and you get ahead of problems before customers raise them.
- You’re technically fluent enough to earn engineers’ trust and commercially sharp enough to hold your own in renewal conversations.
- You experiment with AI early and share what works with your team.
- You’re comfortable owning outcomes in a fast-moving, global environment.
- Work on a rewards and incentives platform used by over 5,000 companies across 150+ countries.
- Partner directly with Support, Category, Sales and Product on customer outcomes.
- Build relationships with customer stakeholders from program owners to senior leaders and engineers.
- Use AI tools in your daily work and help shape shared workflows for the team.
- Work in a hybrid setup based in Bengaluru.