Customer Success Manager

Location: Remote

Department: Customer Success

PlayOn is looking for a Customer Success Manager to join our rapidly expanding team. Customer Success is critical to our long-term growth. We are looking for individuals who will help us continue to scale our organization. This role will be responsible for adoption, advocacy, retention, renewals and upsells. 

In this role, you’ll be responsible for creating excitement about PlayOn. You’ll get to work alongside an extremely passionate and supportive team, but most importantly you’ll jumpstart your career in an exciting field. 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

• Function as the customer advocate and provide internal feedback on how we can better serve our schools
• Manage all post-sale activity for clients through strong relationship-building, product knowledge, planning and execution
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Increase customer retention through strategic and proactive engagement by ensuring our schools consistently realize value from the GoFan platform
• Track accounts to identify churn risk and work actively to eliminate that risk
• Simultaneously manage multiple customers who are at different points on the account lifecycle

To thrive in this role, you have

• 3+ years’ experience in a customer success or similar role
• Ideally combined background of account management and/or 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 
• Analytical and process-oriented mindset 
• Demonstrated desire for continuous learning and improvement 
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills

HOW YOU PLAY

• Ownership over Participation- You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges. 
• Team over Stars- You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed. 
• Growth over Comfort- You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.
• Fairness over Popularity- You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.