Manager, Customer Success

PlayOn • Alpharetta, GA

9d • Hybrid

About The Position

PlayOn is seeking a Manager, Customer Success to enhance client school service. This role is crucial for long-term growth, focusing on developing and leading Customer Success Managers. The manager will oversee a team responsible for adoption, advocacy, retention, and education, building and nurturing long-lasting client relationships. The position involves close cross-functional collaboration with Sales, Marketing, Support, and Product teams within a rapidly growing company with a proven business model. If you’re interested in venturing outside the norm and are ready to join a rapidly growing company with a proven business model, PlayOn would love to learn more about you.

Requirements

• 3+ years’ experience in a customer success, account management or similar role
• 2+ years’ experience managing or mentoring staff
• Excellent analytical and time-management skills
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
• Experience with analytical tools and Customer Success related applications (Salesforce, ChurnZero, Pendo, etc.)

Nice To Haves

• Domain knowledge in the K-12 and/or ticketing industries preferred
• Ideally combined background of post-sale support and sales experience

Responsibilities

• Help the team prepare long-term and short-term goals and client objectives
• Develop engagement strategy to build trust and long-term relationships with clients
• Function as the customer advocate and provide internal feedback on how we can better serve our schools
• Track accounts to identify churn risk and work actively to eliminate that risk with CSM’s
• Analyze data to identify potential clients’ needs, interests, or concerns
• Review account activity reports to identify opportunities to increase subscribers and retain existing clients
• Present reports on account progress, quotas, and goals to senior leadership and stakeholders
• Build, develop, and inspire a team of high-performing Customer Success Managers by creating scalable, data driven processes that drive team and company goals

Benefits

• Multiple medical insurance plans to choose from
• Dental, vision life and disability insurance
• Employee Emergency Fund
• Company equity (stock options)
• Open PTO policy
• 401K plan with company match
• Hybrid/flexible work environment

What This Job Offers

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