What are the responsibilities and job description for the Customer Success Manager position at Playbook Sports?
At Playbook, we believe everyone deserves the opportunity to thrive through incredible sports and academic programs. Our best-in-class technology and integrated platform services are transforming how sports, education, and activity organizations launch and manage programs for students and communities worldwide. Our customers include professional sports teams, Fortune 500 companies, and hundreds of leading youth sports, education, and activity providers across the country.
We’re seeking a Customer Success Manager (CSM) with 1–3 years of experience to join our team. In this role, you’ll ensure customer adoption, long-term satisfaction, and account growth—especially across organizations in youth sports, education, and community programming. You’ll own the post-sale relationship, guiding customers from onboarding through renewal while helping them maximize value through Playbook’s platform.
(Note: This is an in-person position)
- Serve as the primary point of contact for a portfolio of accounts—many in youth sports, education, or activity programming—ensuring smooth onboarding, engagement, and long-term success.
- Develop and implement Customer Success Plans tailored to each customer’s program goals and operational needs.
- Drive user adoption and build trusted relationships at multiple levels within customer organizations to support retention and satisfaction.
- Partner with the Sales team to identify expansion opportunities and ensure seamless handoffs throughout the customer lifecycle.
- Lead onboarding sessions and deliver impactful training to new clients, helping them get immediate value from Playbook.
- Gather customer feedback and collaborate cross-functionally to enhance the platform based on real-world user needs.
- Provide proactive support, anticipating challenges and ensuring customers have a frictionless experience.
- 1–3 years of customer-facing experience in Customer Success, Account Management, Support, or a related role.
- Experience working with youth sports organizations, education programs, community activities, or SaaS platforms is strongly preferred.
- Some exposure to enterprise or large multi-site accounts is a plus.
- Excellent communication and relationship-building skills, both written and verbal.
- Strong organizational abilities with the capacity to manage multiple accounts and projects simultaneously.
- A proactive problem-solver who can work independently and make confident decisions.
- A genuine passion for technology, customer success, and improving the experience of sports and education organizations.
- Hands-on experience in youth sports, coaching, program operations, education, or activity-focused SaaS tools.
- 401(k)
- Paid Time Off
- Health Reimbursement Account (HRA)
- Paid Travel Opportunities
If you’d like, I can also adjust tone (more formal, more energetic), shorten it for job boards, or tailor it for LinkedIn.