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Customer Success Manager DACH



Berlin, Germany
Posted on Tuesday, June 4, 2024
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":
As a Customer Success Manager, you will join the DACH Customer Success team at PlayPlay. This role is a unique opportunity to be a part of the founding team in DACH.
Your main task will be to ease PlayPlay's adoption and usage. You will onboard, engage and continuously follow a portfolio of customers. You will be in charge of maximizing customers's satisfaction and help them make the most out of PlayPlay in order to lower our churn rate as much as possible.
We’re looking for someone with Customer Success experience on the DACH market, an entrepreneurial mindset, ambition to open a new market, and an interest in the video industry.

Handle a customers portfolio

  • Create a trusting relationship with our clients
  • Follow and understand customers goals to ensure its Return On Investment
  • Ensure their global satisfaction with the tool
  • Identify upsell and expand opportunities

Enhance customer support

  • Help customers to create videos
  • Improve existing process of customers satisfaction tracking
  • Organize webinars and events to train our customers
  • Be available on the chat for only german speaking users

Follow and manage adoption

  • Assess clients engagement and satisfaction via user stats and NPS
  • Work on global PlayPlay adoption and satisfaction
  • Ensure a high usage rate of our platform

Cross-team collaboration

  • Be our customers spokesperson internally by identifying and communicating to our Product team potential weaknesses and development opportunities of our platform
  • Help our Motion team identify new screens to be created
  • Work closely with the sales team on account expansion opportunities
  • Act as a CSM referent in the DACH region and share insights with the rest of the Customer Success Team


  • You have at least 2 years of experience in Customer Success with a strong interest in Sales (expand, renewal)
  • You like working in fast-paced environment
  • German C1 & English fluent are mandatory


  • Good communicator: you have strong interpersonal skills and excellent oral and written communication skills.
  • Creative problem solver: with persistence and creativity, you believe there is no challenge that can’t be overcome. 🎯
  • Structured and organized: you are able to express yourself clearly and concisely, and can handle multiple projects at once.
  • Entrepreneurial mindset: you love to build things from scratch and explore new possibilities to achieve your goals.
- 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 heart 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.
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 is for everyone.