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TEAM INTRO
As a Senior Manager of Customer Success in the US, you will report directly to Sophie Morel our Director of Customer Success at PlayPlay and work closely with Clément Moracin, co-founder of PlayPlay. You will be supported by both our global CS team from Paris (34 members) and your local US team (3 members). This collaborative environment will empower you to bring your missions to life and implement efficient CS strategies tailored to the US market's needs.
In this managerial position, a hands-on approach and an active involvement in operational tasks is crucial. You won’t have to manage your own customer portfolio. We are also seeking an individual with a forward-thinking vision to contribute significantly to the team's long-term success, with a passion for helping customers!
Your responsibilities will include adapting, structuring, and scaling our EMEA Customer Success Playbook to align with the unique demands of the US market and make PlayPlay’s US clients happy, sticky, and experts in video!
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
YOUR MISSIONS 💪
Coach and develop a CS team
Lead and coach a team of 3 Customer Success Managers to ensure individual and collective success. Based on the staff plan needs, hire and onboard new team members.Develop and implement training programs to equip your Customer Success team with the updated playbook.Provide hands-on coaching to ensure team members understand and effectively apply the new strategies.Foster a collaborative and growth-oriented environment within the team.Ensure the team delivers exceptional service and value to our clients.Contribute to the overall success of the Customer Success team and strengthen our commitment to customer satisfaction.Adapt and scale our Customer Success Playbook to the US Market
Work closely with our global CS team based in Paris to coordinate the Customer Success strategy.Adapt the Customer Success playbook to align with the specific requirements and nuances of the US market.Conduct a thorough analysis of market trends, customer needs, and industry benchmarks to inform playbook adjustments.Monitor the implementation of the adapted playbook, collecting feedback, and making iterative improvements as needed.Ensure the good performance of the CS department in the US
Monitor dashboards to track your Customer Success activity (NPS, churn, renewals, expands, CSAT).Implement actionable measures to improve KPIs that require attention.Analyze the KPIs and metrics available to make the organization evolve and improve the overall performance of your team.Collaborate closely with various stakeholders
Work closely with our global Customer Success team in Paris and join a dynamic community of Customer Success Managers.Work hand-in-hand with the Sales team to align on the best strategy to manage accounts.Act as a customer advocate by identifying and communicating to the Product team any weaknesses or opportunities for the platform's development.Help our Motion team identify new screens to be created for our platform.Work closely with the Marketing team to help them create customer stories and organize customer events.YOUR SKILLS 🎯
You have at least 5 years of experience in Customer Success in SaaS B2B environments in the US.You have worked on large accounts.You have experience in recruiting, managing, and developing a team.You are familiar with CS key metrics (NPS, CSAT, churn, GRR, NRR, expansion) and tools.Knowledge of SalesForce is a plus (or knowledge of another CRM).Position based in New York; a valid Green Card is required for non-American citizens to apply.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.Our full package for this role is around $180k (OTE)
