Senior Customer Success Manager 🇺🇸
PlayPlay

PlayPlay

Senior Customer Success Manager 🇺🇸

  • Permanent contract 
  • New York
  • > 7 years

The company

PlayPlay

PlayPlay

  • SaaS / Cloud Services, Television & Film Production, AdTech / MarTech
  • From 50 to 250 employees

The job

Senior Customer Success Manager 🇺🇸

  • Permanent contract 
  • New York
  • > 7 years

Who are they?

PlayPlay is the online video creation solution that allows Marketing, Communication and HR teams to turn any message into an engaging video in minutes.

Since 2017, PlayPlay has been growing exponentially:

  • 1,500 customers (including two-thirds of the CAC40) in 15 countries
  • 200+ employees in Paris, New York and Berlin;
  • 65 M$ raised (series A and B);
  • Member of the French Tech 120 and recently ranked #26 in the Top100 rising B2B Scale-up in Europe by Sifted!

PlayPlay is the company for you if you want to:

  • Join a hyper-growth scale-up that allows you to invest in multiple projects and benefit from rapid evolution opportunities 🌱
  • Work on a product loved by our customers (65+ NPS) and in constant improvement 🚀
  • Learn from great colleagues in a positive work environment that thrives on ambition, drive, humility, transparency, and teamwork (our 4.8/5 rating on Glassdoor is proof of that!) 🤝
  • Enjoy activities organized by the Happiness team (Music Quizzes, concerts, seminars, etc.) 🎉
  • Work a hybrid model with three days working from home per week and four weeks of full-remote per year (overseas is allowed in any country with a time difference of 3 hours or less) 💻

We are backed by investors such as Insight Partners (HubSpot, Twitter), Balderton (Revolut, Aircall) and Point9 (Loom, Zendesk) who are helping us become the global leader in video creation. And to achieve this, we are looking for the best talent in the market!

Read more about “The 100 good reasons to join PlayPlay”:

PlayPlay
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Job description

PlayPlay is the online video creation solution that allows Marketing, Communication and HR teams to turn any message into an engaging video in minutes.

Since 2017, PlayPlay has been growing exponentially: 

1,500 customers (including two-thirds of the CAC40) in 15 countries

200+ employees in Paris, New York and Berlin;

65 M$ raised (series A and B);

Member of the French Tech 120 and recently ranked #26 in the Top100 rising B2B Scale-up in Europe by Sifted!

PlayPlay is the company for you if you want to:

Join a hyper-growth scale-up that allows you to invest in multiple projects and benefit from rapid evolution opportunities 🌱

Work on a product loved by our customers (65+ NPS) and in constant improvement 🚀

Learn from great colleagues in a positive work environment that thrives on ambition, drive, humility, transparency, and teamwork (our 4.8/5 rating on Glassdoor is proof of that!) 🤝

Enjoy activities organized by the Happiness team (Music Quizzes, concerts, seminars, etc.) 🎉

Work a hybrid model with three days working from home per week and four weeks of full-remote per year (overseas is allowed in any country with a time difference of 3 hours or less) 💻

We are backed by investors such as Insight Partners (HubSpot, Twitter), Balderton (Revolut, Aircall) and Point9 (Loom, Zendesk) who are helping us become the global leader in video creation. And to achieve this, we are looking for the best talent in the market!

Read more about "The 100 good reasons to join PlayPlay":

In French https://bit.ly/3OsuHdX

In English https://bit.ly/3O88yBO

Or in German https://bit.ly/3Qqt0Q5 

To begin 2022 in style, PlayPlay is launching its first US office in New York City. This role is focused on the US market.

As a Senior Customer Success Manager, you will join the US Customer Success team at PlayPlay. This role is a unique opportunity to be a part of the founding team in the US.

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

We’re looking for someone with Customer Success experience on the US market, an entrepreneurial mindset, ambition to open a new market, and an interest in the video industry.

Please no that this role requires to be able to come on-site 3 days a week in our NYC office.

Our address: 154 W 14th St, New York, NY 10011, United States

MISSIONS 💪

Handle a strategic 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, Quarterly Business Reviews, renewals, expansions).
  • Drive the adoption of PlayPlay through KPI’s monitoring.
  • Animate each client's user community.
  • Identify up-sell 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 trainings, etc.).
  • Enrich our support offer (Write articles for our FAQ, craft inspiring videos, take part in our newsletter drafting).
  • Participate in the recruitment of new employees.
  • Be the voice of the Customer for the US Market

  • Product Team: Provide feedback from customers to help develop the platform.
  • Sales Team: Supporting Sales in pre-sales and detecting expansion opportunities (mapping, clients meetings, dedicated PlayPlay events, etc).
  • Marketing Team: Create customer stories.
  • All PlayPlay: Share customer knowledge with the whole company through regular presentations and dedicated slack channels.
  • REQUIREMENTS

  • You have 4 to 8 years of experience.
  • You have at least 3 years of experience as a CSM in the B2B SaaS industry.
  • You have a proven experience in handling large accounts with multiple users and stakeholders.
  • You are familiar with 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 every business goal.
  • Good communicator: you have strong interpersonal skills and excellent oral and written communication skills.
  • Structured and organized: you are able to express yourself clearly and concisely, and can handle multiple projects at once.
  • Creative: Ability to consistently propose out-of-the-box ideas that bring value to customers and generate brand loyalty.
  • WHAT WE OFFER

  • An opportunity to join a fast-growing scale-up!
  • Competitive salary + bonus scaled to your experience.
  • 25 days of PTO.
  • 401k plan with full matching for 3% full and half matching for an additional 2% (available after 6 months at PlayPlay).
  • Medical, Vision, and Dental Insurance Plans (covered 100% for you and 50% for dependents).
  • Travel to our Paris HQ and enjoy a visit "à la Française!"
  • PlayPlay

    PlayPlay

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