PlaytestCloud is currently working with hundreds of mobile gaming studios and developers around the world. Over 50% of the 100 top grossing mobile games have been tested with PlaytestCloud. We're looking for an experienced and ambitious Customer Success Manager (f/m/d) to join our growing Customer Success team and become a trusted resource for our most strategic customers and partners.

This role requires a strong desire to grow, high emotional intelligence combined with curiosity to understand our customers' needs and a strong business mindset. The Customer Success Manager at PlaytestCloud is responsible for building effective relationships with current customers and maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations. The CSM is responsible for managing the onboarding of new customers, the renewal process and customer growth by providing pricing quotes for renewals, add-ons, and upsells and then successfully and efficiently closing those opportunities.

Responsibilities:

  • Serve as the main point of contact at PlaytestCloud and manage a defined set of accounts, focused on increasing their adoption and growth
  • Identify product and process gaps and issues and suggest potential solutions
  • Be proactive when conducting discovery with customers on opportunities and handle any objections to ensure predictability of successfully closing those opportunities
  • Provide insights to customers to ensure that they get the most out of the PlaytestCloud platform with the aim of helping grow our customer base
  • Learn our product inside and out to proactively help our customers achieve their desired outcomes and utilize the platform (and their subscription plans) effectively
  • Manage the steps of the onboarding process with the customer including, but not limited to, account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
  • Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
  • Negotiate with customers on opportunities to prevent churn and secure optimal terms
  • Employ pricing strategies that meet the Company’s standards, policies, and procedures
  • Generate pricing quotes for renewals, add-ons, and upsells

Requirements:

  • You have (near) native spoken and written English skills. German is not required for the role. Any additional languages will be a plus
  • You have permission to work in Germany
  • You have prior success of achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
  • You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
  • Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
  • Ability to build rapport with customers via phone, email and video conferencing
  • Experience working as a Customer Success Manager or similar client facing role for a SaaS company

Bonus: Prior experience in ad tech or the mobile gaming industry

Bonus x2: You have experience with usability testing / user research


All candidates, who may not have the above-listed years’ experience, but can demonstrate the necessary skills, may apply and will be considered.

    What's in it for you:

    • Competitive Salary + Bonus Plan
    • Work from our office in Berlin or from home (100% remote is possible)
    • Take responsibility for a core part of the business from day one
    • Make an impact in our small and growing customer success management team
    • Opportunities to travel the world: Visit clients, attend conferences and other industry events
    • Join a growing team within a growing company with career advancement opportunities.
    • Work directly with the top mobile gaming studios in the world

    (Please note: Due to coronavirus, this position will start as a remote based role)

    About PlaytestCloud

    PlaytestCloud is the premier user testing provider for a growing number of game studios around the world. Our online platform enables testing iOS and Android games with real players around the world. PlaytestCloud provides in-game video recordings, surveys, and reports which game studios use to craft amazing player experiences. At PlaytestCloud, everybody contributes directly to helping our clients make the best games possible.

    Perks:

    • Our spacious Berlin-Charlottenburg office is easily accessible from all parts of the city
    • German lessons on all levels (A1-C2)
    • Your favorite drinks, snacks, and coffee
    • For those who love cooking, we have a full kitchen
    • Flexible work schedule including remote working opportunities
    • English is the company language

    A common question you might be asking: “Do I need to meet all the requirements to apply?”

    Our answer is that studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the application requirements. By contrast, women/non-binary people will seek to match a much higher percentage of the requirements before applying. We encourage everyone to apply and give us a chance to evaluate your skills and experience. We are all learning on the job, and although the listing above has been carefully compiled, we are also open-minded and interested to hear about the value you can bring to the role, and to PlaytestCloud.

    At PlaytestCloud, we welcome diversity, and believe everyone should have a fair chance at setting the high score. We are committed to providing an inclusive environment for everybody who works here or with us, regardless of race, color, national origin, age, gender, gender identity or expression, sexual orientation, religion (or lack thereof), political affiliation, disability, medical condition, pregnancy, marital status, or any other protected characteristics. Join us and make the future of mobile gaming diverse, inclusive, and exciting.

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