Manager, Customer Success

PlayOn is looking for a Manager, Customer Success to help us continue serve our client schools in a superb fashion. Customer Success is critical to our long-term growth. We are looking for someone who will help us develop and lead the Customer Success Managers. This role will be overseeing a team responsible for adoption, advocacy, retention, and education. In this role, you’ll be responsible for building and nurturing the team that develops long-lasting relationships with clients. You’ll get to work with an extremely passionate and supportive team and will cross-functionally work closely with our Sales, Marketing, Support, and Product teams. If you’re interested in venturing outside the norm and are ready to join a rapidly growing company with a proven business model, we’d love to learn more about you. In this role, you can expect to:

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

To thrive in this role, you have:

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

Domain knowledge in the K-12 and/or ticketing industries preferred

Ideally combined background of post-sale support and sales experience

You have a track record of delivering value to a client

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.)