Customer Success Manager (f/m/d) - 100% remote possible

April 16

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PlaytestCloud

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Playtesting and Games User Research Platform for Mobile Games

playtesting • games user research • usability testing • user experience • ux

11 - 50

💰 Grant on 2012-10

Description

• Manage a global customer portfolio, focusing on enhancing adoption and strengthening retention across your business accounts within the gaming industry • Generate pricing quotes and negotiate renewals, add-ons, and upsell opportunities to prevent churn and secure optimal terms • Master the PlaytestCloud platform to provide customers with valuable insights and help them achieve desired outcomes • Manage the customer onboarding process, including account configuration, training, and change management activities • Identify product/process gaps and proactively suggest solutions during customer discovery opportunities • Drive cross-functional initiatives to improve the overall customer experience and increase satisfaction and loyalty • Support on pricing strategies in line with company standards, policies, and procedures

Requirements

• 2-4 years of experience managing subscription customer relationships, demonstrating a proven ability to drive alignment with executive and departmental levels within a SaaS/tech company • Prior success achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis • You have (near) native spoken and written English skills. German is not required for the role, any additional languages are a plus • You are comfortable with preparing and delivering formal business reviews to senior-level executives, with a focus on project-specific milestones and customer health • You are a proactive team player who has likes to collaborate on new ideas when it comes to user adoption and churn mitigation • You can build rapport with customers via phone, email and video conferencing • You are comfortable with visiting customers on-site or traveling to conferences (only a few times during the year) • You are located within ±2 hours of the Europe/Berlin time zone (CET)

Benefits

• Remote-first work model: We offer the option to work up to 100% remotely • 27 vacation days + additional time off on December 24th and 31st • You get a MacBook Pro, an additional screen, and all the equipment you need to do a great job • Budget for professional growth opportunities, conferences, team building, and, if you wish, German language lessons • Regular team events, (board) game sessions and other fun activities for everyone who wants to attend • Pet-friendly office • Birthday presents and Anniversary charity donations • Summer & winter celebrations (bringing all employees together) • Contribution to the occupational pension plan (bAV) • Net wage optimization (wherever possible and wanted) • Liberal policy around working from countries that are not your primary residence (workations) • Our company language is English