Customer Success Manager

Location: CA area

Company: PlayReplay

Reports to: Head of Sales

Salary: Base: $55,000 - $65,000 based on experience Commission

PlayReplay is transforming tennis through cutting-edge video and officiating technology. We help clubs, academies, and federations elevate player development, enhance match integrity, and deliver a better on-court experience. As we continue to grow, we’re looking for a Customer Success Manager who can drive customer satisfaction while supporting our sales efforts.

We are seeking a proactive and relationship-driven Customer Success Manager (CSM) to own the post-sale customer journey while partnering closely with the sales team to drive growth. This hybrid role is ideal for someone who thrives at the intersection of customer experience, account management, and revenue generation.

●     Serve as the primary point of contact for assigned accounts, ensuring a seamless onboarding experience

●     Drive product adoption and engagement across clubs, coaches, and administrators

●     Build strong, long-term relationships with customers and key stakeholders

●     Conduct regular check-ins, performance reviews, and training sessions

●     Proactively identify risks and implement retention strategies to reduce churn

●     Gather customer feedback and collaborate with product and engineering teams

●     Identify upsell and cross-sell opportunities within existing accounts

●     Partner with the sales team to support demos, proposals, and renewals

●     Assist in lead qualification and pipeline development

●     Provide customer insights to help refine sales strategy and messaging

●     Support case studies, testimonials, and reference calls

Operations Collaboration

·      Translate customer feedback into actionable insights for product improvements

·      Work with the Operations team to ensure smooth service delivery

• Align customer expectations with operational capabilities and timelines
• Act as the escalation point between customers and internal operational teams

●     2–5 years of experience in Customer Success, Account Management, or Sales

●     Experience in SaaS, sports tech, or a related industry preferred

●     Strong communication and relationship-building skills

●     Ability to manage multiple accounts and priorities in a fast-paced environment

●     Commercial mindset with a track record of driving retention and revenue growth

●     Passion for sports—tennis knowledge is a strong plus

●     Customer onboarding & lifecycle management

●     CRM tools

●     Data-driven decision making

●     Problem-solving and proactive communication

●     Cross-functional collaboration

●     Be part of an innovative company shaping the future of tennis technology

●     Work with a passionate, global team in a fast-growing market

●     Opportunity to impact both customer experience and revenue growth

●     Competitive salary performance incentives

●     Customer retention and churn rate

●     Product adoption and usage metrics

●     Net revenue retention (NRR)

●     Customer satisfaction (NPS/CSAT)

●     Contribution to upsell and expansion revenue