Customer Success Manager - SaaS (Contract)

About PlanIt Geo, Inc., a Waverock Software Company

PlanIT Geo™ is a fast growing, thriving, fun, and hard working team! We are driven by trees and technology; innovators in GIS, remote sensing, LiDAR for urban tree canopy assessments, community tree inventory and strategic management. We are passionate about the work we do and derive purpose from helping others understand the value of natural capital and guidance for future generations.

We stand behind innovation for the company and the industry.

About the role

PlanIT Geo builds software that helps cities, utilities, and governments manage urban forests at scale. We're looking for a Customer Success contractor to provide coverage for approximately 6 months while members of our team are out on temporary leave. You'll step into an established book of accounts and keep things running smoothly, managing customer relationships, answering product questions, and supporting renewals, so our customers experience continuity and our team can return to a well-managed portfolio. This is a great fit for someone who enjoys hands-on customer work and wants a defined-term engagement, whether you're between roles, freelancing, or looking for flexible full-time work for a set period.

Strong performance in this role could open the door to future opportunities with PlanIT Geo as our team grows.

What you'll do

Customer Success Manager

• Own a portfolio of customer accounts, from onboarding through renewal
• Respond to customer questions and troubleshoot issues via email and calls
• Track customer health, activity, and communication in HubSpot
• Flag at-risk accounts early and help develop retention plans
• Partner with the product and support teams to relay customer feedback
• Use AI tools actively in your own workflow
• Identify and implement AI-driven improvements across the CS function

What we're looking for

• Proven experience in a customer success or account management role
• Hands-on experience using HubSpot (required)
• Customer Onboarding and Retention in a Software as a Service SaaS environment
• Strong written and verbal communication skills
• Comfort working independently in a remote, small-team environment
• Interest in GIS, mapping, urban forestry, or environmental sustainability is a plus, but not required

Details

Location: Fully remote, US Based

Compensation & Term: $30/hr | 40 hours/week | Fixed-term contract, approximately 6 months