At PlayPlay, the CSM team is divided into 3 divisions, each corresponding to a specific type of client:
The Mid-Market division: Companies with 100 to 5000 employees, with some expansion opportunities.
The Enterprise division: Key Accounts (> 5000 employees), with a few licenses (between 5 and 30) and a high potential for expansion.
The Strategic division: Key Accounts (> 5000 employees), with a significant number of licenses (over 30) and still a strong potential for expansion.
As a Team Lead of a Customer Success Manager Enterprise team, your mission will be to coach, guide, and manage a team of 4 CSMs focused on the Enterprise segment, as well as handle a portfolio of Key Account clients ✨
Are you passionate about video, and do you believe the digital future will revolve around this channel? 😉 Do you already have 2 to 3 years of experience as a CSM in the SaaS industry? Have you had the opportunity to coach and/or manage a team before?
Don't hesitate to apply now!
MISSIONS 💪
Customer Success Responsibilities (30%)
Understand, identify and monitor goals set of your portfolioBuild a long-term trust relationship with our customers by ensuring the quality of our servicesWork on higher product adoption, customer satisfaction, and overall health scores for new and existing customersIdentify how the team can increase renewal rates and keep our churn rate near zeroManagement (70%)
Coach and grow a team of 4 CSMDevelop and maintain a CSM playbook with processes and best practices (Onboarding Playbook, follow-up processes, Renewal processes, email templates, …) to ensure CSM efficiencyEstablish KPI metrics to measure the effectiveness of client’s follow-up and help CMSs improve by understanding their performance on a regular basisMotivate and provide assistance to the CSM team to achieve collective and individual goalsPartner with the Sales & Product team to continually experiment and optimize our current processes (renewal process, sales handover, feedback loop, bug report,…)REQUIREMENTS 🎯
2/3+ years of B2B Customer success management ⭐️Excellent written and verbal business communication skillsExcellent interpersonal skills and ability to lead others by exampleWell-organized and excellent time management abilitiesExperience with Intercom, Hubspot and planhat or other CRM/Customer messaging platformsPassion for digital and new technology and appetite for the video industry ABOUT YOU ❤️
Team Player : The success of others counts as much as your own success! 🌟Entrepreneur at heart: You know how to achieve your goals and find solutionsDynamic: You want to share your experience and help a team grow!Proactive: You take the initiative and are a force of proposal. 👊