Enterprise Customer Success Manager

Enterprise Customer Success Manager

Are you motivated by building and developing strong customer relationships, and by ensuring best-in-class adoption of software to customers from all kinds of industries on a global scale? We’re looking for an Enterprise Customer Success Manager to work with some of the world’s leading brands as they unleash the power of play with the Playable platform.

The Role
Based in our London office, you will own and develop relationships with strategic enterprise customers, supporting them both pre- and post-sales. As a primary point of contact, you will be responsible for driving platform adoption, engagement and value realisation, while ensuring a high level of customer satisfaction and long-term retention.

You will act as a trusted advisor and customer advocate, combining strong communication and relationship-building skills with a hands-on approach to delivery. You will also bring a commercial mindset, identifying opportunities to grow our existing customer relationships and working closely with Sales, Solutions and other teams across Playable.

This is a hybrid role, and we expect you to work from our office in Shoreditch, London at least 2 days per week.

In short, the role includes:

• Being responsible for a customer portfolio, advising them to maximise their value of using the Playable platform and thereby ensure a high net retention rate and low gross churn rate of the customer portfolio
• Forming strong relationships with customers to educate them on the value of our platform and gamification marketing, and ensure they are fully engaged and supported throughout the relationship
• Understanding and anticipating customers’ needs and goals; tracking customer progress on said goals and ensuring they are supported
• Owning account renewals and identifying cross-selling, up-selling, and expansion opportunities within own customer portfolio, and supporting colleagues with sparring on the same matter
• Driving a high adoption rate on one's customer portfolio by demonstrating value and identifying additional up-sell, cross-sell, and expansion opportunities
• Travelling on occasion to customer conferences (if needed)
• Ensuring high data quality in the CRM system (Hubspot) and CSM system (Planhat)

The ideal profile

• 3+ years experience from a similar or customer facing role working with enterprise tier customers in SaaS or MarTech
• Business acumen is fundamental in our customer dialogues. The ability to understand the customers’ value drivers, revenue stream, financial accounts, and core business.
• Great marketing knowledge and digital understanding is essential when advising customers on the use of gamification marketing in the digital space
• Understanding of Martech to ensure a valuable dialogue with customers around the integration of Playable in their existing Martech stack, and how/where it can make a significant impact.
• A Process-driven mindset in order to lead and guide our customers. We must be in the driving seat when making handovers, onboardings, and customer sprints to minimise the time from the first campaign live to tangible results - and hereafter many more campaigns per licensed customer.
• Ability to discuss value. The customer’s price must reflect the customer’s perceived value in the licence period to ensure licence renewal. Value discussions do not simply cover metrics (such as the number of leads, time spent with customers, etc.) but should take place strategically where we support the customers’ business goals.
• Stakeholder management capabilities are needed to navigate in and understand the different layers of the customer’s organisation. 

Let's put play to work
At Playable, we use the power of play to connect leading brands with consumers around the world – and change the game for ambitious marketers everywhere. Our flexible SaaS platform allows our customers to integrate playable marketing in all stages driving engagement.

While we have grown quickly, our success is fuelled by a work culture centred around what matters most to us: All the great people who make up our culture – and who make it all possible. You will be joining 70+ colleagues across different teams and roles. In fact, the Playable culture is our most powerful business driver. It guides and unites us across time zones - powering more metrics than any slide deck ever will. Here, you’re met by managers who trust that you’re the best for the job and who genuinely care for you. Not just your performance but your well-being. Both in and outside work.

Together, we’re here to do great work – and to have fun doing it. Because, every second of every day, people around the globe play our games, and we believe this is just the beginning. So, come join us and let’s put play to work.

Interested?
We will screen and interview candidates on an ongoing basis – so please, do not hesitate to apply. For further information and questions about the position, please contact Strategic CSM Lead, Sam Kean, at [email protected].