TEAM INTRO
PlayPlay is thrilled to introduce a brand-new role for 2025: Scaled Customer Success Manager, based in our NYC office! This is a unique opportunity to join our growing team and help shape the Customer Success strategy for the US market.
As a Scale Customer Success Manager, you’ll be at the forefront of scaling how we engage with and delight our customers, contributing to the success of our mission to empower brands through video. You’ll work closely with our global CS team in Paris (34 strong) and our local, small-but-mighty US team of 3, who are passionate about creating impact and driving results.
We’re looking for someone with:
• Experience in Customer Success and knowledge of Customer Care in the US market
• An entrepreneurial mindset and eagerness to help build something from the ground up
• A passion for helping customers achieve their goals
• An interest in the video industry and its transformative potential
If you’re ready to help craft the future of Customer Success at PlayPlay and make your mark in the US market, we’d love to hear from you!
Note: this is a hybrid role and requires to be on-site 3 days a week in our NYC office.
Our address: 53-55 West 21st Street - New York, NY 10010
MISSIONS 💪
Design and run at-scale outreach campaigns to key contact points to drive PlayPlay adoption and value realization.Be responsible for your client’s renewal and identify upsell and expand opportunities.Represent the voice of the customer and influence the product development roadmap.Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours.Support the Go-to-Market teams (like Sales & Marketing) to identify customers for PlayPlay events and conferences, client speaker engagements, supporting customer meetings, expansion opportunities, and more!Organize workshops or webinars to help customers become more proficient in the platform.Proactively identify customers who arenʼt maximizing their opportunities with PlayPlay and reach out to create an action plan to help them achieve success.Identify, design, and achieve the customer's goals in a short-term relationship.Leverage product expertise to provide the best experience to our users and ensure quality customer support for US customer questions and requestsOffer video expertise to users (advice, recommendations, etc.) and identify the most common misunderstandings and make recommendations for improving the product.Detect the needs for knowledge-shared content (new articles, etc.)
REQUIREMENTS 🎯
2-5+ years of B2B SaaS customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (100+).You have a proven track record in expertly handling multiple users and stakeholders.You know and understand CS key metrics (NPS, CSAT, churn, retention, expansion) and how to influence them.You are familiar with CS tools and efficiency drivers (CRMs like Salesforce and Zendesk, data analytics platforms like Zoho, Tableau, Looker, call recording software like Gong or Chime or Modjo, outreach software like Yesware, Salesloft, etc.)You have strong prioritization skills and are highly process-oriented.You have a strong intrinsic motivation to be a top performer individually and as a team.You’re highly adaptable, easily acclimating to a rapidly changing business and industry; you have a growth mindset and thrive in the building stage of a nascent team.
ABOUT YOU ❤️
Client-obsessed: you believe clients are at the heart of every organization. You collect feedback regularly and prioritize client needs in every business goal.
Excellent communicator: you have strong interpersonal skills and excellent oral and written communication skills.
Structured and organized: you can express yourself clearly and concisely and handle multiple projects simultaneously.
Creative: Ability to consistently propose out-of-the-box ideas that bring value to customers and generate brand loyalty.
