Customer Success Manager

PlayReplay is hiring a Customer Success Manager to help its US clubs, academies, and tournament partners adopt and get lasting value from its tennis technology. The role owns customer onboarding, training, relationships, renewals and account growth, while coordinating with sales and operations and creating customer communications and success stories.

Responsibilities:

• Own the handover from sales to live – be the first point of contact once a deal is signed. Set expectations, plan the onboarding together with our operations team, and make sure the installation, setup, and go-live are a great first experience
• Train and activate customers – run on-site and virtual training for club staff, coaches, and tournament officials so they get the most out of PlayReplay from day one. Build simple guides, videos, and FAQs that make our system easy to love
• Drive usage – track how each customer is using the system, spot the ones who are going quiet, and help them get back on court with our technology
• Be the go-to person for our US customers – hold regular check-ins with clubs, academies, universities, and tournament organizers. Know their calendar, their goals, and what's coming up next for them
• Grow our accounts – identify opportunities for renewals, upgrades, additional courts, and new services. Prepare quotes and proposals together with our commercial team, and drive renewals to close. Your sales mindset turns happy customers into bigger customers
• Turn customers into advocates – collect testimonials, build references, and encourage introductions to other clubs, federations, and organizations in the US tennis community
• Bring the customer's voice inside – gather feedback, feature requests, and market insights, and share them with our product, commercial, and operations teams
• Visit clubs and tournaments – travel regularly to see our customers in person, support tournament deliveries, and be courtside when it matters. Show up for the big moments and make our customers feel looked after
• Represent PlayReplay at events – join coaches' conferences, trade shows, and tournaments. Run demos for prospective customers alongside our sales team and host customer activities
• Keep customers in the loop – write customer newsletters, product update emails, and release notes that are clear, friendly, and on brand
• Create stories worth sharing – produce customer success stories, case studies, and social media content from the clubs and tournaments you visit, together with our marketing team
• Build the customer success playbook – document onboarding checklists, check-in cadences, and best practices so our approach scales as the team grows
• Be the bridge between sales and operations – coordinate installation dates, tournament deliveries, equipment shipments, and support tickets so customers always know what's happening and when
• Keep the records straight – maintain our CRM and customer health data, report on renewals, upsell pipeline, and customer satisfaction, and flag risks early

Requirements:

• 2–5 years of experience in customer success, account management, sales, or operations – ideally within sports, events, or technology
• You love tennis and you love people – maybe you've coached, played competitively, worked at a club or in events, or been part of the tennis industry
• You know how a club runs, what a tournament director worries about, and what players and coaches care about
• You're a great communicator in writing – you can turn a product update into an email people actually read, write a customer story that makes a club proud, and explain a technical issue in plain language
• You have a creative streak and enjoy coming up with ideas for content, campaigns, and ways to surprise and delight customers
• You're a natural relationship builder – comfortable picking up the phone, walking into a club, running a training session for coaches, and following up until every question is answered
• You have a sales mindset – you're not a closer by title, but you naturally spot when a customer is ready for more courts, an upgrade, or a renewal, and you know how to bring that conversation to the table together with our commercial team
• You're a great organizer – you keep track of many customers, onboardings, renewals, and events at once without dropping a ball, build simple processes where none exist, and keep our CRM and customer records clean and current
• You're hands-on and technically curious – happy to learn our system inside out so you can train customers on it and do first-line troubleshooting
• You're a self-starter who is proactive and thrives in a fast-paced scaleup where no two days look the same, and you're comfortable working with colleagues spread across time zones
• You're fluent in English
• A network in US tennis is a big plus
• Maybe you hold a Bachelor's degree in Business, Sports Management, Communications, Marketing, or a related field – or equivalent experience