Customer Success Manager – Plum

About This Role

Plum is Xoxoday’s rewards and incentives platform for global teams. Customers use it to send rewards, gift cards, prepaid cards and payouts across 150+ countries, through the dashboard, the Rewards API, SSO-based marketplace access or an embedded storefront.

We’re looking for a Customer Success Manager to own the post-sale relationship for a portfolio of Plum accounts. You’ll help customers adopt the platform fully, renew with confidence and grow their programs over time. You’ll work directly with customer stakeholders, including program owners and developers, and partner closely with Support, Category and Sales to manage escalations well. The role requires working US business hours on specific days of the week.

What You’ll Do

Retention

• •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.

Adoption

• •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.

Growth

• •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.

AI-Enabled Ways of Working

• •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.

What We’re Looking For

• •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.

Nice to Have

• •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.

What Makes You a Strong Fit

• •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.

Why This Role Matters

Customer Success is where Plum’s value shows up for customers. Your work shapes how well programs perform, whether accounts renew and grow, and which insights reach Product. Retention and expansion across your portfolio, time-to-value for new customers, active usage and API adoption, CSAT/NPS, and the quality of your QBRs and account plans are how we’ll measure the impact of your work.

Why Join Us

• •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.