Team Lead Customer Success 🇺🇸

PlayPlay is the video creation platform that enables marketing and communication teams to turn any message into a memorable video. Since 2017, PlayPlay has been growing exponentially:

- 2500+ large and mid-sized companies across the globe (including two-thirds of the CAC40)

- 230+ employees in Paris, New York, and Berlin;

- 65 M$ raised (series A and B);

- Member of the French Tech 120 and recently ranked #26 in the Top100 rising B2B Scale-up in Europe by Sifted!

PlayPlay is the company for you if you want to:

- Join a hyper-growth scale-up that allows you to invest in multiple projects and benefit from rapid evolution opportunities

- Work on a product loved by our customers (68+ NPS) and in constant improvement

- Learn from great colleagues in a positive work environment that thrives on ambition, drive, humility, transparency, and teamwork (our 4.6/5 rating on Glassdoor is proof of that!)

- Enjoy activities organized by the Happiness team (Music Quizzes, concerts, seminars, etc.)

- Work in a hybrid model remote/office and have additional four weeks of full-remote per year (overseas is allowed in any country with a time difference of 3 hours or less)

We are backed by investors such as Insight Partners (HubSpot, Twitter), Balderton (Revolut, Aircall) and Point9 (Loom, Zendesk) who are helping us become the global leader in video creation. And to achieve this, we are looking for the best talent in the market!

Read more about “The 100 good reasons to join PlayPlay”:

- In French https://bit.ly/3OsuHdX

- In English https://bit.ly/3O88yBO

- In German https://bit.ly/3Qqt0Q5

INTRODUCTION

YOUR MISSIONS 💪

Lead the US’s Customer Success Department in the US. Adapt, structure, and scale EMEA’s Customer Success Playbook to fit the market and make PlayPlay’s US clients happy, sticky, and experts in video!

GOALS

Handle a strategic customer portfolio:

• Identify upsell and expand opportunities.
• Drive the adoption of PlayPlay through KPI monitoring.
• Animate each client's user community.
• Help your customers in their content strategy by defining their editorial strategy, creating content to help them use the platform, and organizing workshops and webinars to make them more proficient.
• Create a trusting relationship with our clients.
• Ensure the perfect client experience through every step of the customer journey (onboarding, training, follow-up, Quarterly Business Reviews, renewals, and expansions).

Manage and grow the team:

• Do 1:1s, Quarterlies, and Annual Reviews. Implement a personalized coaching plan to help your team grow.
• Work hand-in-hand with the Managing Director and the VP of People to create career paths for your team.
• Analyze and share best practices, so everyone can benefit in the long run.
• Recruit and Onboard any new Customer Success PlayPlayers in the NYC Office.
• Motivate, train, and keep track of your team daily to reach their personal and collective objectives.
• Coach and manage a team of 2 based in the US today and up to 5 by the end of the year.

Work on side projects:

• Improve our internal processes (client follow-up, CSM trainings, etc.).
• Participate in the recruitment of new employees.
• Enrich our support offer (Write articles for our FAQ, craft inspiring videos, take part in our newsletter drafting).

Adapt and scale our Customer Success Playbook to the US Strategy:

• Work closely with our EMEA offices to coordinate and continuously improve the Customer Success strategy.
• Analyze current processes to refine our Customer Success strategy for North America.
• Create a roadmap for the upcoming months and years.
• Design the organizational structure of your team to support the Business Plan.

Monitor the Customer Success department’s activity:

• Analyze the KPIs and metrics available to make the organization evolve and improve the overall performance of your team.
• Create and monitor dashboards to track the Customer Success department’s activity (NPS, churn, renewals, expands, CSAT).
• Keep an eye on new tools on the market and implement new ones if necessary.

Be the voice of the Customer for the US Market:

• Work hand-in-hand with the Sales team to align on the pre-sales and expansion strategy.
• Help our Motion team identify new screens to be created for our platform.
• Work closely with the Marketing team to create customer stories and organize customer events.
• Act as a customer advocate by identifying and communicating to the Product team any weaknesses or opportunities for the platform's development.

REQUIREMENTS 🎯

1 - HARD SKILLS:

• Have recruited, managed, and grown a team.
• Familiar with CS key metrics (NPS, CSAT, churn, retention, expansion) and tools.
• Have worked on large accounts.
• Extensive knowledge of Customer Success in SaaS B2B environments.

2 - SOFT SKILLS:

• Client-obsessed: you believe clients are at the heart of every organization. You collect feedback regularly and make client needs a priority in every business goal.
• Good communicator: you have strong interpersonal and excellent oral and written communication skills.
• KPIs has driven: you naturally integrate data into the daily life of you and your team so that you can all make better and faster business decisions.
• Entrepreneurial mindset: you love to build things from scratch and explore new possibilities to achieve your goals.
• Creative: Ability to consistently propose out-of-the-box ideas that bring value to customers and generate brand loyalty.

ABOUT YOU ❤️

• Goal-oriented: You use your creativity to reach your goals and find solutions! 🎯
• Good communicator: You have good interpersonal skills and excellent oral and written communication skills.
• Taste for the challenge: You want to conquer a disruptive market! 👊
• Data-driven: You know how to analyze the data at your disposal to optimize sales processes!

WHAT WE OFFER 🚀

• Competitive salary + bonus scaled to your experience (OTE between 130K$ and 140K$ depending on experience)
• 25 days of PTO
• Medical, Vision and Dental Insurance Plans (100% coverage)
• 401k plan with 3% matching

OUR VALUES 🤩

- Creative: We don’t do things the same way as others and we like that. It’s that madness that gives everyone the freedom to innovate and follow through with their ideas.

- User-first: Our customers are at the of everything we do because a product is nothing without its users and it is with its users that a product grows.

- United: What motivates us is to succeed together. We are specialists in cross-team projects: it is by sharing our expertise and supporting each other that we achieve our goals.

- Ambitious: We are not afraid to move fast and take risks. If plan A doesn’t work, there are still all the letters in the alphabet. We learn from our experiences and adapt.

- Committed: We take ownership of our projects, with responsibility. We are demanding of others but above all, we give our best.

DIVERSITY & INCLUSION.

At PlayPlay, we’re committed to fostering an environment where diversity and inclusion are at the heart of our values. Our goal is to attract and build a diverse, equal, and inclusive team where everyone feels welcome.

• As an equal opportunities employer, we make sure the application process and our workplace are for everyone.