Key skills
Customer Success ManagementB2B SaaS experienceCustomer Success metricsMarTech experienceCreative software experienceCreativeresourcefulFluent EnglishSaaSCustomer SuccessSales
About this role
PlayPlay is a company dedicated to empowering businesses through a video creation platform. The Customer Success Manager will focus on driving customer engagement and satisfaction across a portfolio of accounts, ensuring clients maximize the value of the platform.
Responsibilities:
- Manage a Customer Portfolio (70–100 accounts in the commercial / scale segment)
- Build trusted, long-term relationships with your clients
- Deliver a seamless customer experience across the journey: onboarding, training, adoption check-ins, business reviews, renewals, and expansion
- Drive adoption and engagement by monitoring usage KPIs and proactively coaching customers
- Own retention and renewal outcomes for your portfolio
- Identify opportunities to expand accounts through upsell or cross-sell
- Advise customers on how to structure and optimize their editorial strategy using PlayPlay
- Create best-practice content and resources to help customers maximize value from the platform
- Lead workshops or webinars to upskill users and encourage peer learning
- Improve internal processes (customer journey touchpoints, playbooks, CSM enablement)
- Enhance our customer education offering (knowledge base articles, video tutorials, newsletters)
- Partner with colleagues on initiatives that scale customer impact across the US and globally
- Share feedback and insights to shape roadmap priorities
- Support pre-sales conversations and help identify/validate expansion opportunities
- Collaborate on customer case studies, testimonials, and events
- Elevate customer insights through presentations and internal knowledge sharing
Requirements:
- 1–3 years of professional experience, including at least 1 year as a Customer Success Manager in B2B SaaS
- Proven ability to manage multiple customers, stakeholders, and priorities at once
- Knowledge of key Customer Success metrics (NPS, CSAT, churn, retention, expansion) and familiarity with CS tools
- FLUENT ENGLISH
- Bonus: Experience in MarTech, media, or creative software industries