Customer Success Manager

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, education, advocacy, retention, renewals and upsells.

In this role, you’ll be responsible for creating excitement about one or more of our portfolio of products. 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.

The outcomes you’ll deliver

Retention: Maintain a customer retention goal for existing accounts through proactive engagement.

Growth: Expand revenue in managed accounts through upsell opportunities and platform engagement

Adoption: Increase product usage among existing customers through feature education.

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 GoFan and/or NFHS Network

• 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 subscription business models

• Analytical and process-oriented mindset

• Demonstrated desire for continuous learning and improvement

• Excellent communication and presentation skills

• Experience with digital ticketing, streaming, or K-12 operations preferred