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.

The Sr. Customer Success Manager at PlaytestCloud is responsible for building loyal, effective relationships with trusted customers, and maximizing customer lifetime value within their assigned portfolio. This will be accomplished via the delivery of a top-tier customer experience that capitalizes on the full-spectrum use of our products, as well as the delivery of outcomes, results and value that exceed customer expectations. The CSM is also responsible for the management and onboarding of new key customers, as well as for renewal process and customer growth maintenance via quotes for renewals, add-ons, and upsells. Ultimately, the CSM’s aim is to successfully and efficiently close opportunities for all tiers of customer service offering

CSM Responsibilities:

  • Serve as the main point of contact at PlaytestCloud, and manage a defined set of strategic and key customer relationships. This includes several of our Enterprise customers
  • Identify product and process gaps and issues, and suggest potential solutions
  • Be proactive when conducting discovery opportunities with customers, and handle any objections to ensure high predictability for successfully closed opportunities
  • Provide customers with insights to ensure they get the most out of the PlaytestCloud platform. The aim is to support the growth of our customer base
  • Learn our product inside and out to proactively help our customers achieve their desired outcomes, and effectively utilize the platform and related subscription plans to their benefit
  • Manage each step 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 company standards, policies, and procedures
  • Generate pricing quotes for renewals, add-ons, and upsell opportunities

Requirements:

  • 4 to 5 years of experience working as a Customer Success Manager or in a similar client-facing role for an SaaS company
  • You have (near) native spoken and written English skills. German is not required for the role. Any additional languages are a plus
  • You have prior success achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
  • You are comfortable with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
  • You are a proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
  • You can build rapport with customers via phone, email and video conferencing
  • You have permission to work in Germany

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 who are able to 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 an exciting team within a fast-growing company with career advancement opportunities
  • Work directly with top mobile gaming studios across 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 internationally. 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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