Scaled Customer Success Manager, PlayPlay
$100-120k
3 days a week in office (New York, NY )
Online video creation tool for businesses
Be an early applicant
Online video creation tool for businesses
201-500 employees
Be an early applicant
$100-120k
3 days a week in office (New York, NY )
201-500 employees
Company mission
To strengthen the bond between organizations and their key audiences through video — internally and externally.
Role
Who you are
- Experience in Customer Success and knowledge of Customer Care in the US market
- An entrepreneurial mindset and eagerness to help build something from the ground up
- A passion for helping customers achieve their goals
- An interest in the video industry and its transformative potential
- 2-3+ years of B2B SaaS customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (100+)
- You have a proven track record in expertly handling multiple users and stakeholders
- You know and understand CS key metrics (NPS, CSAT, churn, retention, expansion) and how to influence them
- You are familiar with CS tools and efficiency drivers (CRMs like Salesforce and Zendesk, data analytics platforms like Zoho, Tableau, Looker, ****call recording ****software like Gong or Chime or Modjo, outreach software like Yesware, Salesloft, etc.)
- You have strong prioritization skills and are highly process-oriented
- You have a strong intrinsic motivation to be a top performer individually and as a team
- You’re highly adaptable, easily acclimating to a rapidly changing business and industry; you have a growth mindset and thrive in the building stage of a nascent
- Client-obsessed: you believe clients are at the heart of every organization. You collect feedback regularly and prioritize client needs in every business goal
- Excellent communicator: you have strong interpersonal skills and excellent oral and written communication skills
- Structured and organized: you can express yourself clearly and concisely and handle multiple projects simultaneously
- Creative: Ability to consistently propose out-of-the-box ideas that bring value to customers and generate brand loyalty
What the job involves
- As a Scale Customer Success Manager, you’ll be at the forefront of scaling how we engage with and delight our customers, contributing to the success of our mission to empower brands through video
- You’ll work closely with our global CS team in Paris (34 strong) and our local, small-but-mighty US team of 3, who are passionate about creating impact and driving results
- Design and run at-scale outreach campaigns to key contact points to drive PlayPlay adoption and value realization
- Responsible for your client’s renewal and identify upsell and expand opportunities
- Represent the voice of the customer and influence the product development roadmap
- Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours
- Support the Go-to-Market teams (like Sales & Marketing) to identify customers for PlayPlay events and conferences, client speaker engagements, supporting customer meetings, expansion opportunities, and more!
- Organize workshops or webinars to help customers become more proficient in the platform
- Proactively identify customers who arenʼt maximizing their opportunities with PlayPlay and reach out to create an action plan to help them achieve success
- Identify, design, and achieve the customer's goals in a short-term relationship
- Leverage product expertise to provide the best experience to our users and ensure quality customer support for US customer questions and requests
- Offer video expertise to users (advice, recommendations, etc.) and identify the most common misunderstandings and make recommendations for improving the product
- Detect the needs for knowledge-shared content (new articles, etc.)
Our take
Online videos are invaluable to the digital marketing campaigns of businesses, and this relies on content creation from video editing experts. However, hiring such staff can be expensive and work can be slow, showing a gap in the market for video creation tools that require no expertise in video editing that can rapidly turn around content.
PlayPlay provides an online video creation tool for businesses, providing an end-to-end toolkit of drag-and-drop interfaces, stock video libraries, layout templates, automatic subtitling, and other automated editing suggestions. The platform also allows businesses to integrate their branding elements directly into every video created, ensuring each video is customized without the need for manual branding every time.
Whilst video editing software such as Adobe Premier Pro dominates the way content creators create videos for businesses, these tools require expertise and experience, and PlayPlay recognized that this results in large expenditure. Through its accessible, end-to-end, and user-friendly approach, the company claims that its video editing tool can help businesses create branded videos faster at a larger scale without expensive staffing requirements.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jan 2022
$49m
SERIES B
Apr 2020
$10.5m
SERIES A
Total funding: $61m
Company values
- Play it User-First - Our customers are at the heart of everything we do. We are in a constant feedback loop, evolving our platform to meet their needs. Our higher-than-average NPS score of 68 is solid gold proof!
- Play it Creative - Whether it’s creative workshops or in-house competitions, we foster an environment where everyone feels empowered to think outside the box. We believe encouraging fun, fresh new ideas is the best way to stay ahead of the curve
- Play it United - At PlayPlay, we are humble and egoless. There’s nothing more motivating than achieving a common goal, which is why we live and breathe cross-team projects. Our greatest team-player strengths? Transparent communication and mutual support
- Play it Ambitious - We keep our egos small but dream big. We learn, adapt, take risks and act fast. We stay ahead of the industry by constantly improving our tech tool stack and hosting one-of-a-kind virtual content summits
- Play it Committed - PlayPlayers go all in for the team. We infuse passion and dedication into each and every project. We only expect the best from each other, because we only expect the best from ourselves
Company HQ
Bonne-Nouvelle, Paris, France
Articles
Leadership
Thibaut Machet
(Founder & CEO)Experience as Founder of Izi-Pass.com. Social Media Manager of Eurosport from 2010 to 2016.
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