Customer Success Manager

Customer Success Manager, Customer Success – Full Time

PlayMetrics is a fast growing B2B SaaS company revolutionizing the way youth sports organizations operate. Our industry-leading platform is trusted by thousands of clubs, leagues, and governing bodies to manage operations, communication, scheduling, and player development, all in one place.

PlayMetrics is seeking a Customer Success Manager for its Customer Success team. The Customer Success Manager is responsible for enabling customers to implement and use the PlayMetrics software platform. The goal of the Customer Success team is to provide a world class customer journey and assist customers with onboarding and each interaction with the company.

Note: This is a full-time position, and we are looking for a local candidate to work in the office at our Morrisville, NC headquarters, currently hybrid work-from-home three days per week, but subject to the Company’s needs and policies in the future, or a Remote contingent US Based candidate.

This position will generally work during our standard business hours Monday-Friday based in the candidate's time zone, however the candidate will be required to work certain weekends as may be required, resulting in a Company established flexible schedule the weeks in which weekend work is required.

Responsibilities:

• Enable PlayMetrics customers with new and existing features verbally via video calls
  • Onboard and train new PlayMetrics full-service customers for PlayMetrics registration and operations
  • Lead weekly onboarding calls with full-service customers as customers transition from onboarding to enablement
  • Identify and communicate key metrics and provide regular reporting on customer health to company stakeholders
  • Provide 1:1 onboarding support via video calls as requested by customers
  • Identify areas for improvement with Customer Success materials such as presentations, training plans, and external product knowledge bases
• Inform PlayMetrics customers of new and existing features via written communications including:
  • Advance and maintain PlayMetrics documentation to communicate both self-help and self-learning material
  • Document new features being delivered as they are released
  • Document updates to existing features as updates are released
  • Participate in Product weekly sprint planning where upcoming features and release schedules are set
  • Work with the Marketing Department to post Product release notes
  • Liaise with the Customer Support team on customer reported issues to understand where documentation can be improved
• Communicate customer reported enhancements to PlayMetrics product and leadership members:
  • Identify and document customer enhancement needs and communicate to the product team
  • Communicate with customers when customer reported enhancements are delivered in future releases

Qualified Applicants:

• Will be at least 18 years of age
• Will have a minimum of bachelor's degree in business or related field
• Can read, write, and fluently speak and understand English
• Are confident using technology and navigating technology applications
• Have a minimum of two (2) years previous Customer Success Experience
• Will be legally authorized to work in the US for any employer in the US.
• We cannot consider candidates who require sponsorship for a work-authorized visa.

Bonus qualifications:

• Youth sports administration expertise — ideally from club administration, state soccer association, league office, or governing body .
• Familiarity with seasonal registration/sanctioning cycles (Fall/Spring play, travel permits, risk management, etc.)
• League scheduling and tournament bracket setup

PlayMetrics will provide:

• Competitive pay
• Competitive benefits, including comprehensive medical, dental, and vision plans for you and your dependents which are 100% company paid, 401(k) with employer match, and company paid group and disability insurance
• Paid Time Off
• Casual dress work environment
• Central office location in RTP
• For more information about PlayMetrics visit playmetrics.com