Head of Customer Success, PlaytestCloud
Playtesting and games user research platform
Job no longer available
Playtesting and games user research platform
201-500 employees
Job no longer available
201-500 employees
Company mission
To help game studios get friction-free player insights and deliver exceptional player experiences — and we're here to help all players be represented in games research.
Role
Who you are
- If you thrive in a hands-on, collaborative environment and love empowering teams to make an impact, this is your chance to help shape the future of playtesting
- 3–5 years of experience leading or managing Customer Success teams within a B2B SaaS environment, ideally in a high-touch, global context
- Proven success with large-scale enterprise renewals and contracts of $500K+, alongside experience supporting SMB customers
- Skilled in building and optimizing post sales processes, including onboarding, retention, and upsell strategies that drive NRR growth
- Comfortable operating in a lean, fast-moving organization; ideally based in Berlin, but open to candidates across Europe
- You’ll be a great fit for our team if you:
- Feel rewarded when your work is recognized and love creating a winning experience for your teammates
- Align yourself with our brand and values, and bring them into play every day
- Build great experiences and are excited to go above and beyond expectations
- Find solutions, test new ideas and challenge the status quo
- Respect and enjoy teaming up with people from all backgrounds, nations, ethnicities, and cultures
- Constantly look for ways to improve and turn challenges into better experiences
- Are fluent in English (bonus points if you bring another language to the party)
Desirable
- Background in UX, UI, design, research, or gaming is a strong plus — or a demonstrable affinity for creative and user-experience–driven industries
- Passion for video games and familiarity with the gaming industry
- Considers themselves a strong advocate and user of AI
What the job involves
- We’re looking for a passionate and strategic Head of Customer Success (f/m/d) to lead our amazing CS team at PlaytestCloud
- You’ll be at the heart of how game studios around the world experience our platform, guiding them from first onboarding through long-term success and growth
- As the voice of our customers, you’ll shape how we deliver value, build scalable processes, and drive exceptional retention and expansion results
- This is a 1-year fixed-term position to cover a parental leave but if things go well, we’d love for this role to evolve into a permanent opportunity as we continue growing our Customer Success function
- Lead and scale PlaytestCloud’s Customer Success team, overseeing a team of 4 and driving long-term client retention and growth
- Own the full customer journey, from onboarding to renewals, ensuring a seamless handover from Sales and exceptional client experience
- Act as a strategic partner to the CRO, influencing customer-centric growth strategies and improving Net Revenue Retention (NRR)
- Develop frameworks and playbooks for enterprise and SMB customer engagement, balancing operational excellence with hands-on leadership
- Thrive in a collaborative, entrepreneurial environment within a 45-person company that values initiative, adaptability, and bias to action
Our take
In its simplest terms, PlaytestCloud helps game studios create better games. Its platform conducts various playtests for mobile games at any stage of development, whether that's during prototyping or after release. At a time where mobile gaming is as accessible as ever, with a number of competing studios in an overly saturated market, PlaytestCloud is primed for uptake.
Indeed, this is also the case because of how the company stands out as one of the leading companies offering playtesting-as-a-service, and is able to help studios in a myriad of ways. Its platform helps reduce churn and drop-out rates and does this through connecting studios with a diverse set of international, ‘everyday’ players, who they can watch play the games and ask for direct feedback.
With over 8,000 users and 1.5 million test players across the world, the company has seen enormous growth since its founding in 2014. In 2022 alone, nearly 4,000 playtests were carried out. Games tested with its platform include ‘King of Thieves’, ‘The Walking Dead: No Man’s Land’, and ‘Star Trek Timelines’, to name but a few.
Steph
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (1 round)
Oct 2012
$0.2m
GRANT
Total funding: $0.2m
Company benefits
- Working abroad/workation
- Remote-first culture & hybrid options
- 27+2 days paid time-off (vacation) & seniority days (additional vacation days over time)
- Flexible work times and location
- Pet-friendly office
- Professional development budget + Language learning budget
Company HQ
Mitte, Berlin, Germany
Leadership
Christian Ress
(Co-Founder)Prior to co-founding PlaytestCloud in 2012, Christian was a Software Engineer at NVIDIA for over 2 years. Before that, they co-founded fonie.de.
Marvin Killing
(Co-Founder)Marvin previously underwent Internships for SAP and Fraunhofer IESE (Institute for Experimental Software Engineering).
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