Senior Client Success Manager

Playbypoint•Miami, FL

2h•Onsite

About The Position

As a Senior Client Success Manager, you’ll own the ongoing relationships with a portfolio of SMB and strategic accounts, ensuring they get sustained value from our platform, expand their usage over time, and stay with us for the long haul. You’ll act as a trusted strategic advisor to club ownership and executive teams, a deep product expert, and a senior advocate inside Playbypoint — running high-stakes business reviews, driving feature adoption, surfacing churn risk early, and leading expansion conversations across multi-location and enterprise accounts. This is a role for someone who has already done the job well at another SaaS company and is ready to operate as a role model for the function. You’ll set the bar for execution — the way you run a QBR, manage impactful upsells and upgrades, or de-escalate a churn risk is the standard the rest of the team learns from. You’ll mentor newer Client Success Managers, own one or more team-wide programs (e.g., QBR methodology, health scoring, expansion playbook, executive escalation), and partner closely with the Head of Client Experience on how the function operates as it scales. This role has a clear path to evolve into a Client Success Team Lead. We’re looking for someone who wants that trajectory — not just managing their own book exceptionally well, but raising the ceiling on what “good” looks like for everyone on the team.

Requirements

5+ years of experience in a Client Success, Account Management, or customer-facing role at a B2B SaaS company.
A demonstrated track record of hitting or exceeding targets.
Experience running executive-level Business Reviews including building the narrative, presenting data, navigating tough conversations, and aligning on a forward-looking plan.
Strong commercial instincts and direct ownership of expansion conversations, including pricing and ROI framing. Comfortable carrying a number.
A bias toward ownership and action. Comfortable operating in ambiguity and building the playbook as you go — and equally comfortable codifying that playbook so others can run it.
Demonstrated ability to mentor, coach, or develop more junior teammates, even without formal management authority. You make the people around you better.
Strong problem-solving skills and judgment under pressure. You bring solutions and decisions, not just escalations — and you know when to pull others in.
A collaborative mindset, with strong comfortability working cross-functionally with Sales, Product, Support, and Onboarding teams, and the gravitas to represent CS in those forums.
Strong fluency with data — pulling usage reports, building or interpreting health scores, sizing expansion opportunities, and using metrics to drive both account strategy and team-level decisions.
Excellent communication and relationship-building skills, with the ability to translate technical concepts into clear, operator-friendly language for everyone from front desk staff to club ownership.
Highly organized with strong attention to detail, able to manage a portfolio of strategic accounts in different lifecycle stages — plus team-level program ownership — without dropping the ball on any of them.
Interest in evolving into a Client Success Team Lead role.

Nice To Haves

Prior experience as a Team Lead, Senior, Manager, or in a player-coach role.
Conversational or fluent Spanish. Many of our clubs are based in or owned out of LATAM.
Background in racquet sports, club operations, hospitality, fitness, or another member-based business.
Experience at an early-stage or scaling startup where playbooks, processes, and tooling were still being built — and where you were one of the people building them.
Exposure to working with AI, automation, or agentic tooling as part of a customer-facing workflow.

Responsibilities

Operate as the role model for what excellent Client Success looks like at Playbypoint. Your book of business and its success is the proof point that the playbook works.
Partner directly with the Head of Client Experience on how the Client Success function should evolve — segmentation, tooling, and operating cadence. Bring proactive recommendations grounded in what you’re seeing in your book and across the team.
Serve as the primary point of contact and internal advocate for some of Playbypoint’s strategic clubs — typically including multi-location operators, enterprise accounts, marquee logos, and high-complexity deployments. Build executive relationships with club ownership and GM-level stakeholders, and own those relationships for their lifetime.
Identify, scope, and execute expansion opportunities — multi-location rollouts, upgrades, and upsells — partnering with Sales on commercial conversations and leading the strategy where appropriate. Carry a meaningful net retention and expansion target.
Monitor account health using a combination of product usage data, agentic and automated at-risk alerts, and qualitative signals, intervening early and decisively to keep accounts on a healthy trajectory. Handle executive-level escalations routed from Support, WhatsApp, and agentic triage systems, including the ones other CSMs need help with.
Drive feature adoption and enablement by training club managers, front desk staff, pros, and ownership on best practices and underused functionality so each club is realizing the full value of their subscription — and so the same content can be reused by the rest of the CS team.
Serve as a senior voice of the customer back to Product — not just surfacing individual requests but synthesizing patterns across the portfolio, prioritizing what matters most for retention and expansion, and closing the loop with clubs as work ships.
Lead recurring Business Reviews at a cadence tied to account tier, building agendas, presenting performance and ROI data, surfacing adoption gaps, and aligning club leadership on a forward-looking success plan. Comfortable presenting to club owners, founders, and executive teams — not just operational stakeholders.
Take ownership of at least one cross-team CS program beyond your own book — for example, the QBR methodology, health scoring framework, expansion playbook, renewal motion, escalation process, or onboarding-to-CS handoff. Define the standard, document it, train the team, and iterate on it as we scale.
Serve as a peer coach to other Client Success Managers — sitting in on their QBRs, reviewing their renewal plans, role-playing tough conversations, and unblocking them on hard accounts. Help onboard and ramp new CSMs as the team grows.