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Customer Success Mid-Market 🇺🇸



Customer Service, Sales & Business Development
New York, NY, USA
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 Mid-Market Customer Success Manager (between 500 and 10.000 employees companies), you will join the US Customer Success team at PlayPlay. You will be supported by both our global CS team from Paris (34 members) and the local US team (2 members).
This collaborative environment will empower you to bring your missions to life.
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 maximize customers' satisfaction and help them make the most out of PlayPlay to lower our churn rate as much as possible.
We’re looking for someone with Customer Success experience in the US market, an entrepreneurial mindset, a passion for helping customers, and an interest in the video industry.
This role requires to be on-site 3 days a week in our NYC office.
Our address: 53-55 West 21st Street - New York, NY 10010

Handle a mid-market customer portfolio

  • Create a trusting relationship with our clients.
  • Ensure the perfect client experience through every step of the customer journey (onboarding, training, follow-up, Executive Business Reviews, renewals, expansion).
  • Drive the adoption of PlayPlay through KPI monitoring.
  • Responsible for your client’s renewal.
  • Identify upsell and expand opportunities.

Help your customers in their content strategy

  • Help them define their editorial strategy with PlayPlay.
  • Create content to help them better use the platform.
  • Organize workshops or webinars to help them become more proficient.

Work on side projects

  • Improve our internal processes (client follow-up, CSM training, etc.).
  • Enrich our support offer (Write articles for our FAQ, craft inspiring videos, take part in our newsletter drafting).

Be the voice of the Customer for the US Market

  • Product & Motion teams: Provide feedback from customers to help develop the platform.
  • Sales Team: Supporting Sales in pre-sales and detecting expansion opportunities (mapping, client meetings, dedicated PlayPlay events, etc.).
  • Marketing Team: Help create customer stories.
  • All PlayPlay: Share customer knowledge with the company through regular presentations and dedicated Slack channels.


  • You have at least 1 to 2 years of experience in Customer Success in SaaS B2B environments in the US.
  • You have proven experience in handling multiple users and stakeholders.
  • You know CS key metrics (NPS, CSAT, churn, retention, expansion) and tools.
  • Ideally, you have an experience in the Martech industry.


  • Client-obsessed: you believe clients are at the heart of every organization. You collect feedback regularly and make client needs a priority in all your business goals.
  • Management: you have strong interpersonal and communication skills, you know how to foster collaboration, and possess great leadership qualities.
  • KPI-driven: you naturally integrate data into your daily life to make better and faster business decisions.
  • Entrepreneurial mindset: you love to explore new possibilities to achieve your goals and have the ability to navigate in a fast growing environment with stakeholders dispatched in two different locations (Paris & New-York).
  • Creative: you have the ability to propose out-of-the-box ideas that bring value to customers and generate brand loyalty.


  • An opportunity to join a fast-growing scale-up!
  • Competitive salary + bonus scaled to your experience.
  • 25 days of PTO.
  • Medical, Vision, and Dental Insurance Plans (covered 100% for you and 50% for dependents).
  • 401k plan with full matching for 3% full and half matching for an additional 2% (available after 6 months at PlayPlay).
  • The estimated salary range is 80K$ - 100K$ base + 20K$
- 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.