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PlayPlay
PlayPlay

Team Lead - Customer Success Manager Enterprise🇫🇷

Indefinido
Paris
Salario: No especificado
Unos días en casa
Experiencia: > 3 años

PlayPlay
PlayPlay

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El puesto

Descripción del puesto

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 portfolio
  • Build a long-term trust relationship with our customers by ensuring the quality of our services
  • Work on higher product adoption, customer satisfaction, and overall health scores for new and existing customers
  • Identify how the team can increase renewal rates and keep our churn rate near zero

    • Management (70%)

  • Coach and grow a team of 4 CSM
  • Develop and maintain a CSM playbook with processes and best practices (Onboarding Playbook, follow-up processes, Renewal processes, email templates, …) to ensure CSM efficiency
  • Establish KPI metrics to measure the effectiveness of client’s follow-up and help CMSs improve by understanding their performance on a regular basis
  • Motivate and provide assistance to the CSM team to achieve collective and individual goals
  • Partner 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 skills
  • Excellent interpersonal skills and ability to lead others by example
  • Well-organized and excellent time management abilities
  • Experience with Intercom, Hubspot and planhat or other CRM/Customer messaging platforms
  • Passion 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 solutions
  • Dynamic: You want to share your experience and help a team grow!
  • Proactive: You take the initiative and are a force of proposal. 👊

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