Customer Success Manager USA

PlayPlay • New York, NY

12d

About The Position

Our mission at PlayPlay?
To empower every company to achieve tangible business results with a video creation platform that is powerful, intuitive, and accessible.

Our ambition?
To become the leading international video solution, with sustainable and profitable growth.
At PlayPlay, innovation is at the heart of everything we do—AI, automation, and new features rolled out continuously. We are transforming video creation so that every team, regardless of technical skill, can produce impactful content.

Joining PlayPlay means:
- Putting the power of video into everyone’s hands, so that every company can turn video creation into a true business driver.
- Growing within a culture that combines excellence, genuine care for others, and responsible transparency.
- Thriving in an international, passionate, and supportive team where every idea is heard, challenged, and can help reshape the way we work.
- Finding your place in an inclusive and committed work environment, where what makes each of us unique drives the whole team forward.
- Demonstrating resilience and strong determination, because things don’t always go as planned. And that’s precisely where our culture makes the difference: it’s what makes the PlayPlay journey so exciting, rich in learning, and pushes us to give our best.

And what makes us stay?
That feeling of belonging to a team that goes above and beyond for the PlayPlay project—without ever losing sight of the people who make it happen.

TEAM INTRO

As a Customer Success Manager, you’ll join the US Customer Success team at PlayPlay. You’ll work closely with our global CS team in Paris (15 members) and our local US team (3 members) in a highly collaborative environment that will empower you to grow and succeed.

In this role, you’ll focus on driving adoption and engagement across a portfolio of commercial and scale accounts. You’ll onboard, guide, and continuously engage customers to maximize satisfaction and ensure they get the most value from PlayPlay.
Your efforts will directly impact retention and help reduce churn, while setting you up for future growth into higher-touch, strategic roles.

We’re looking for someone with 1–3 years of Customer Success experience in the US market, an entrepreneurial mindset, a passion for helping customers, and an interest in the video industry.

Requirements

• 1–3 years of professional experience, including at least 1 year as a Customer Success Manager in B2B SaaS.
• Proven ability to manage multiple customers, stakeholders, and priorities at once.
• Knowledge of key Customer Success metrics (NPS, CSAT, churn, retention, expansion) and familiarity with CS tools.
• FLUENT ENGLISH
• Customer-obsessed: You believe customers are at the heart of every decision and actively seek feedback to improve their experience.
• Strong communicator: You build relationships easily and communicate clearly across all formats (written, verbal, virtual).
• Organized and proactive: You thrive in fast-paced environments, managing multiple projects with structure and clarity.
• Creative and resourceful: You bring fresh ideas that drive customer value and loyalty.

Nice To Haves

• Experience in MarTech, media, or creative software industries.

Responsibilities

• Manage a Customer Portfolio (70–100 accounts in the commercial / scale segment)
• Build trusted, long-term relationships with your clients.
• Deliver a seamless customer experience across the journey: onboarding, training, adoption check-ins, business reviews, renewals, and expansion.
• Drive adoption and engagement by monitoring usage KPIs and proactively coaching customers.
• Own retention and renewal outcomes for your portfolio.
• Identify opportunities to expand accounts through upsell or cross-sell.
• Advise customers on how to structure and optimize their editorial strategy using PlayPlay.
• Create best-practice content and resources to help customers maximize value from the platform.
• Lead workshops or webinars to upskill users and encourage peer learning.
• Improve internal processes (customer journey touchpoints, playbooks, CSM enablement).
• Enhance our customer education offering (knowledge base articles, video tutorials, newsletters).
• Partner with colleagues on initiatives that scale customer impact across the US and globally.
• Product & Motion Teams: Share feedback and insights to shape roadmap priorities.
• Sales Team: Support pre-sales conversations and help identify/validate expansion opportunities.
• Marketing Team: Collaborate on customer case studies, testimonials, and events.
• Company-wide: Elevate customer insights through presentations and internal knowledge sharing.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed