Head of Customer Success 🇺🇸

About

PlayPlay est LA solution de création vidéo en ligne qui permet aux équipes marketing, communication et RH de transformer n'importe quel message en une vidéo engageante en quelques minutes.

Depuis 2017, PlayPlay connaît une croissance exponentielle :
1 500 clients (dont les deux tiers du CAC40) dans 15 pays ;
220+ employés à Paris, New York et Berlin ;
65 M$ levés (séries A et B) ;
Membre de la French Tech 120 et #26 dans le Top100 des Scale-up B2B montantes en Europe par Sifted !

PlayPlay est l'entreprise qu'il vous faut si vous voulez :
Rejoindre une scale-up en hyper-croissance qui vous permet de vous investir dans de multiples projets et de bénéficier d'opportunités d'évolution rapide 🌱
Travailler sur un produit aimé des clients (65+ NPS) et en constante amélioration 🚀
Evoluer dans un environnement mêlant ambition, dynamisme, humilité, transparence et travail d'équipe (notre note de 4.8/5 sur Glassdoor en est la preuve !) 🤗
Profiter des activités organisées par l'équipe Happiness (Quiz musicaux, concerts, séminaires, etc.) 🎉
Travailler selon un modèle hybride avec 3 jours de travail à domicile par semaine et 4 semaines de full-remote par an (dans tout pays avec un décalage horaire de 3 heures ou moins). 💻

Ils sont soutenus par des investisseurs de premier plan tels que Insight Partners (HubSpot, Twitter), Balderton (Revolut, Aircall) et Point9 (Loom, Zendesk) qui les aident à devenir le leader mondial de la création vidéo. Et pour y parvenir, ils recherchent les meilleurs talents du marché !

Voici 100 bonnes raisons de rejoindre PlayPlay : https://urlz.fr/gaz1

Job Description

PlayPlay is the online video creation solution that allows Marketing, Communication and HR teams to turn any message into an engaging video in minutes.

Since 2017, PlayPlay has been growing exponentially: 

1,500 customers (including two-thirds of the CAC40) in 15 countries

200+ employees in Paris, New York and Berlin;

65 M$ raised (series A and B);

Member of the French Tech 120 and recently ranked #26 in the Top100 rising B2B Scale-up in Europe by Sifted!

PlayPlay is the company for you if you want to:

Join a hyper-growth scale-up that allows you to invest in multiple projects and benefit from rapid evolution opportunities 🌱

Work on a product loved by our customers (65+ NPS) and in constant improvement 🚀

Learn from great colleagues in a positive work environment that thrives on ambition, drive, humility, transparency, and teamwork (our 4.8/5 rating on Glassdoor is proof of that!) 🤝

Enjoy activities organized by the Happiness team (Music Quizzes, concerts, seminars, etc.) 🎉

Work a hybrid model with three days working from home per week and four weeks of full-remote per year (overseas is allowed in any country with a time difference of 3 hours or less) 💻

We are backed by investors such as Insight Partners (HubSpot, Twitter), Balderton (Revolut, Aircall) and Point9 (Loom, Zendesk) who are helping us become the global leader in video creation. And to achieve this, we are looking for the best talent in the market!

Read more about "The 100 good reasons to join PlayPlay":

In French https://bit.ly/3OsuHdX

In English https://bit.ly/3O88yBO

Or in German https://bit.ly/3Qqt0Q5 

To begin 2022 in style, PlayPlay is launching its first US office in New York City. This role is focused on the US market.

As a Head of Customer Success, you will join the US Customer Success team at PlayPlay. This role is a unique opportunity to be a part of the founding team in the US. Your main task will be adapt and scale our Customer Success Playbook to the US Strategy.

Please no that this role requires to be able to come on-site 3 days a week in our NYC office.

Our address: 154 W 14th St, New York, NY 10011, United States

MISSIONS 💪

Recruit and grow a team

  • Recruit, onboard, coach, and manage a team of 4 today, and a dozen tomorrow.
  • Motivate, train and keep track of your team on a day-to-day basis in order to reach their personal and collective objectives.
  • Realize their 1:1, Quarterly, and Annual Reviews. Implement a personalized coaching plan to help your team grow.
  • Analyze and share best practices so that everyone can benefit in the long run.
  • Work hand-in-hand with the Managing Director and the VP People to create career paths for your team.
  • Adapt and scale our Customer Success Playbook to the US Strategy

  • Analyze current processes in order to refine our Customer Success strategy for North America.
  • Create a roadmap for the upcoming months and years.
  • Design the organizational structure of your team to support the Business Plan.
  • Work closely with our EMEA offices in order to coordinate and continuously improve the Customer Success strategy.
  • Monitor the Customer Success department's activity

  • Create and monitor dashboards to efficiently track the Customer Success department’s activity (NPS, churn, renewals, expands, CSAT).
  • Analyze the KPIs and metrics available to make the organization evolve and improve the overall performance of your team.
  • Keep an eye on new tools on the market and implement new ones if necessary.
  • Be the voice of the Customer for the US Market

  • Act as a customer advocate by identifying and communicating to the Product team any weaknesses or opportunities for development of the platform.
  • Help our Motion team identify new screens to be created for our platform.
  • Work hand-in-hand with the Sales team in order to align on the pre-sales and expansion strategy.
  • Work closely with the Marketing team to create customer stories and organise customer events.
  • REQUIREMENTS 🎯

  • 6 to 12 years of Customer Success experience in the B2B SaaS industry.
  • Experience in handling and growing strategic accounts, with multiple departments, goals, and stakeholders.
  • You have a management experience of at least 3 years. You have already recruited people for your own team.
  • Ideally, you have an experience in the Martech industry.
  • ABOUT YOU ❤️

  • Client-obsessed: you believe clients are at the heart of every organization. You collect feedback regularly and make client needs a priority in every business goal.
  • Good communicator: you have strong interpersonal skills and excellent oral and written communication skills.
  • KPIs driven: you integrate data in a natural way into the daily life of you and your team so that you can all make better and faster business decisions.
  • Entrepreneurial mindset: you love to build things from scratch and explore new possibilities to achieve your goals.
  • Creative: Ability to consistently propose out-of-the-box ideas that bring value to customers and generate brand loyalty.
  • WHAT WE OFFER 🚀

  • An opportunity to join a fast-growing scale-up!
  • Competitive salary + bonus scaled to your experience.
  • 25 days of PTO.
  • 401k plan with full matching for 3% full and half matching for an additional 2% (available after 6 months at PlayPlay).
  • Medical, Vision, and Dental Insurance Plans (covered 100% for you and 50% for dependents).
  • Travel to our Paris HQ and enjoy a visit "à la Française!"
  • Additional Information

    • Contract Type: Full-Time
    • Location: New York, United States (10007)
    • Experience: > 3 years