Job Description
We are seeking an experienced Planhat Administrator / Consultant to support and optimize its Planhat environment following a recent platform upgrade. This role will serve as the functional owner of Planhat, supporting approximately 20–30 users across Sales and Customer Success teams. The initial focus will be on assessing the current state, validating the recent upgrade, maintaining existing functionality, and recommending enhancements to help Client is extract greater value from Planhat—particularly for customer outreach, engagement tracking, and retention.This role is ideal for a hands-on CS Operations or RevOps professional with deep Planhat administration experience who can balance platform governance with strategic improvement.
Key Responsibilities
1. Current-State Assessment & Stabilization
• Conduct a comprehensive assessment of the existing Planhat configuration, including:
Customer models and segmentation
,
Health scores, KPIs, and alerts
,
Playbooks, workflows, and automation
,
Dashboards and reporting
• Review and validate the recent Planhat upgrade, ensuring:
No regressions or broken workflows
,
Data integrity and sync accuracy
,
Feature parity or improvement versus pre-upgrade state
• Document current configuration and identify risks, gaps, and quick wins
2. Ongoing Planhat Administration
• Serve as the primary Planhat system administrator
• Manage users, roles, permissions, and access controls
• Maintain and optimize
-
Customer health scores and metrics
,
Automated workflows and triggers
,
Outreach and engagement tracking
,
Dashboards for CS and Sales leadership
• Monitor platform performance and proactively address issues
3. Salesforce Integration Management
• Own the operational relationship between Planhat and Salesforce
• Ensure accurate, timely data synchronization for:
Accounts, contacts, opportunities
,
Customer lifecycle stages
,
Revenue and renewal data
• Partner with Salesforce admins to troubleshoot sync issues and align data models
4. Enablement & User Support
• Act as a trusted advisor to Sales and Customer Success users
• Provide day-to-day support and troubleshooting
• Deliver light training, documentation, and best practices for:
Customer outreach workflows
,
Task and activity management
,
Health score interpretation
• Help drive consistent adoption across teams
5. Optimization & Value Expansion
• Identify opportunities to expand Planhat usage and ROI, such as:
Improved health scoring models
,
Proactive churn risk identification
,
More effective customer outreach and engagement
,
Better executive reporting and forecasting
• Recommend a prioritized enhancement roadmap aligned to Client business goals
• Advise on Planhat best practices and emerging platform capabilities
Required Qualifications
• 3+ years of hands-on experience administering Planhat
• Strong background in Customer Success Operations, RevOps, or CS Systems
• Experience supporting Sales and Customer Success users
• Proven experience managing Planhat–Salesforce integrations
• Deep understanding of customer health scoring, lifecycle management, and outreach workflows
• Strong analytical and documentation skills
• Ability to work independently in a consulting or fractional admin capacity
Preferred Qualifications
• Experience supporting SaaS or B2B technology companies
• Prior involvement in Planhat upgrades or major reconfiguration
• Familiarity with CS metrics (ARR, churn, renewals, expansion, NPS, adoption)
• Experience designing executive-level CS dashboards
Engagement Characteristics
• Consultant or contract-based role
• Initial focus on assessment and stabilization, followed by ongoing administration and optimization
• High autonomy with close collaboration with CS, Sales Ops, and leadership
Requirements
