PlayPlay is the video creation platform that enables marketing and communication teams to turn any message into a memorable video.
Since 2017, PlayPlay has been growing exponentially:
- 2500 large and mid-sized companies across the globe (including two-thirds of the CAC40)
- 230 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 (68 NPS) and in constant improvement
- Learn from great colleagues in a positive work environment that thrives on ambition, drive, humility, transparency, and teamwork (our 4.6/5 rating on Glassdoor is proof of that!)
- Enjoy activities organized by the Happiness team (Music Quizzes, concerts, seminars, etc.)
- Work in a hybrid model remote/office and have additional 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/43LcIIw
In English https://bit.ly/3O88yBO
In German https://bit.ly/3Qqt0Q5
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 Clment 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)

$160 - $180 a year
OUR VALUES
- Creative : We don't do things the same way as others and we like that. It's that madness that gives everyone the freedom to innovate and follow through with their ideas.
- User-first : Our customers are at the heart of everything we do because a product is nothing without its users and it is with its users that a product grows.
- United : What motivates us is to succeed together. We are specialists in cross-team projects: it is by sharing our expertise and supporting each other that we achieve our goals.
- Ambitious : We are not afraid to move fast and take risks. If plan A doesn't work, there are still all the letters in the alphabet. We learn from our experiences and adapt.
- Committed : We take ownership of our projects, with responsibility. We are demanding of others but above all, we give our best.
DIVERSITY & INCLUSION
At PlayPlay, we're committed to fostering an environment where diversity and inclusion are at the heart of our values. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome.
As an equal opportunities employer we make sure the application process and our workplace is for everyone.