Company: Playbypoint
Job Title: Customer Success Manager
Location: Miami, FL, USA
About the Company:
Playbypoint is at the forefront of the racquet sports industry, providing innovative software solutions that transform how clubs, players, and coaches operate and enhance their game. As we continue to expand our reach and develop our product offerings, we are looking for a highly motivated and results-driven Customer Success Manager to join our team. If you are enthusiastic about sports, technology, and sales, this role offers an exciting opportunity to make a significant impact in a cutting-edge industry.
Job Description:
As a Customer Success Manager at Playbypoint, you will be responsible for ensuring our clients achieve maximum value from our software solutions. You will serve as the primary point of contact for our customers, building strong relationships and providing exceptional support throughout their journey with us. Your role will be crucial in driving customer satisfaction, retention, and advocacy.
Key Responsibilities:
- Develop and maintain strong relationships with clients, understanding their needs, challenges, and goals.
- Onboard new customers, providing training, webinars, and guidance on how to effectively use our software solutions.
- Partner with Product teams to create tailored customer onboarding workshops and trainings based on predetermined business requirements.
- Respond to customer inquiries about product questions and provide solutions to complex use cases and workflows.
- Conduct customer business reviews to assess progress against desired business outcomes, determine opportunities for deeper feature engagement, and measure and communicate the impact of our software on the customer's business.
- Collaborate with cross-functional teams including Sales, Product, and Support to ensure seamless customer experiences.
- Drive customer retention and expansion by identifying upsell and cross-sell opportunities.
- Build out our knowledge base and gather customer feedback and insights.
- Champion the voice of the customer internally, advocating for their needs and priorities.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Fluent in English (Spanish is a plus).
- 3+ years of proven success in a sales and/or customer-facing role, preferably in SaaS or technology industry, with a track record of meeting or exceeding targets.
- Strong understanding of the SaaS industry, and the ability to articulate the value proposition of our solutions.
- Knowledge of the racquet sports industry is a plus.
- Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
- Excellent problem-solving skills, with a proactive and solutions-oriented mindset.
- Ability to thrive in a fast-paced, dynamic startup environment.
- Passion for sports and technology, with a genuine interest in helping customers succeed.
- Experience working with CRM software (e.g., Monday, Salesforce, etc.) and customer success tools is a plus.
What We Offer:
- A competitive salary and benefits package, including bonus potential.
- Comprehensive health insurance plans: Medical, dental, and vision, with shared costs.
- An amazing company culture that values transparency and collaboration, and encourages having fun while we work!
Additional Information:
- This position is based at our Miami office. Initially, this is an on-site role, but there is potential for transitioning to a hybrid model after the first three months, pending approval. This hybrid arrangement would allow you to work from the office three days a week, providing flexibility for remote work on other days.
Join Us:
Are you driven by innovation and passionate about delivering cutting-edge solutions? We're eager to meet you! Join Playbypoint and play a crucial role in shaping the future of racquet sports. Apply today and be part of a team that's committed to excellence in both products and service!