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Salary: USD 120,000 - 135,000 / annual
Ply builds software for home service contractors (HVAC, plumbing, electrical) to manage inventory, reduce waste, and run more profitable operations. The company is headquartered in New York City and backed by leading investors.
You'll own a high-impact book of Mid-Market and Enterprise accounts as a standout individual contributor and team elevater. This is a player-coach role—you stay hands-on with customer ownership while helping peers sharpen their craft. You'll lead onboarding, success planning, and executive QBRs; drive renewals, retention, and expansion in partnership with Sales; use customer health data to prevent churn; and contribute to playbooks and CS processes that scale.
Key responsibilities include owning and growing a book of Mid-Market and Enterprise accounts, leading onboarding and executive QBRs, driving renewals and expansion, forecasting accurately, coaching peers on deal strategy and executive conversations, and contributing to CS playbooks and training.
You bring 6+ years in Customer Success or Account Management in B2B SaaS, a track record of top performance managing Mid-Market and Enterprise accounts, proven retention and expansion results, experience coaching or mentoring peers (formally or informally), fluency in renewals and churn prevention, comfort in executive conversations, and strong organizational and data-driven skills. Bonus: player-coach or Lead CSM experience, background scaling CS teams, or familiarity with CS platforms and CRMs.
This role offers real influence without losing the IC experience you value. You'll help build the team, process, and playbook at a company where your work directly shapes outcomes. The trades market is enormous and underserved; the problems are real, customers are grateful, and the opportunity is significant.
