Customer Success Mid-Market 🇺🇸

Job summary
Permanent contract
New York
Salary: Not specified
A few days at home
Experience: > 2 years
Skills & expertise
Content creation
Creativity and innovation


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The position

Job description

In German> 


As a Mid-Market Customer Success Manager (between 500 and 10.000 employees companies), you will join the US Customer Success team at PlayPlay. You will be supported by both our global CS team from Paris (34 members) and the local US team (2 members).

This collaborative environment will empower you to bring your missions to life.

Your main task will be to ease PlayPlay's adoption and usage. You will onboard, engage, and continuously follow a portfolio of customers. You will maximize customers' satisfaction and help them make the most out of PlayPlay to lower our churn rate as much as possible.

We’re looking for someone with Customer Success experience in the US market, an entrepreneurial mindset, a passion for helping customers, and an interest in the video industry.

This role requires to be on-site 3 days a week in our NYC office.

Our address: 53-55 West 21st Street - New York, NY 10010

Handle a mid-market customer portfolio

  • Create a trusting relationship with our clients.
  • Ensure the perfect client experience through every step of the customer journey (onboarding, training, follow-up, Executive Business Reviews, renewals, expansion).
  • Drive the adoption of PlayPlay through KPI monitoring.
  • Responsible for your client’s renewal.
  • Identify upsell and expand opportunities.
  • Help your customers in their content strategy

  • Help them define their editorial strategy with PlayPlay.
  • Create content to help them better use the platform.
  • Organize workshops or webinars to help them become more proficient.
  • Work on side projects

  • Improve our internal processes (client follow-up, CSM training, etc.).
  • Enrich our support offer (Write articles for our FAQ, craft inspiring videos, take part in our newsletter drafting).
  • Be the voice of the Customer for the US Market

  • Product & Motion teams: Provide feedback from customers to help develop the platform.
  • Sales Team: Supporting Sales in pre-sales and detecting expansion opportunities (mapping, client meetings, dedicated PlayPlay events, etc.).
  • Marketing Team: Help create customer stories.
  • All PlayPlay: Share customer knowledge with the company through regular presentations and dedicated Slack channels.

  • You have at least 1 to 2 years of experience in Customer Success in SaaS B2B environments in the US.
  • You have proven experience in handling multiple users and stakeholders.
  • You know CS key metrics (NPS, CSAT, churn, retention, expansion) and tools.
  • 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 all your business goals.
  • Management: you have strong interpersonal and communication skills, you know how to foster collaboration, and possess great leadership qualities.
  • KPI-driven: you naturally integrate data into your daily life to make better and faster business decisions.
  • Entrepreneurial mindset: you love to explore new possibilities to achieve your goals and have the ability to navigate in a fast growing environment with stakeholders dispatched in two different locations (Paris & New-York).
  • Creative: you have the ability to propose out-of-the-box ideas that bring value to customers and generate brand loyalty.

  • An opportunity to join a fast-growing scale-up!
  • Competitive salary + bonus scaled to your experience.
  • 25 days of PTO.
  • Medical, Vision, and Dental Insurance Plans (covered 100% for you and 50% for dependents).
  • 401k plan with full matching for 3% full and half matching for an additional 2% (available after 6 months at PlayPlay).
  • The estimated salary range is 80K$ - 100K$ base + 20K$
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