Customer Success Manager

Description

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.

The Role

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 open to local candidates in North Carolina, as well as remote candidates residing within the continental United States. Local candidates will work from our Morrisville, NC headquarters under the current hybrid arrangement, currently three days per week working from home. This arrangement is subject to change based on the Company’s needs and policies. Relocation assistance is not available.

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 only during the weeks in which weekend work is required.

Responsibilities

What You'll Do

Customer Enablement & Onboarding

• Lead onboarding and training for new league, tournament, and governing body customers, helping them successfully implement and adopt PlayMetrics registration and operations tools.
• Schedule and facilitate onboarding and ongoing enablement calls, guiding customers through implementation, answering questions, and ensuring they have the resources needed to succeed.
• Provide one-on-one customer support and training through video calls, tailoring guidance to customer needs and helping them navigate the platform.
• Manage multiple onboarding activities and customer commitments, proactively tracking progress, following up on outstanding items, and addressing potential roadblocks.
• Monitor customer satisfaction, identify potential risks, and share relevant metrics and updates with internal stakeholders.
• Improve customer success materials, including presentations, training plans, and external product knowledge bases.

Account Management & Customer Support

• Own ongoing relationships with league, tournament, and governing body customers, serving as a trusted resource for product guidance, questions, and operational needs.
• Conduct regular customer meetings to review product updates, address emerging needs, and support continued product adoption and customer retention.
• Manage customer inquiries through the designated support queue, taking ownership of issues from initial inquiry through resolution and coordinating with internal teams when needed.

Product Documentation & Communications

• Maintain and update self-service documentation, training resources, and external knowledge bases to help customers navigate PlayMetrics independently.
• Create and update customer-facing documentation for new feature releases, product enhancements, and evolving workflows.
• Participate in weekly Product sprint planning to stay informed about upcoming releases and changes that may affect customers.
• Coordinate product release notes and customer communications with Marketing to ensure updates are communicated clearly and accurately.
• Partner with Customer Support to identify documentation gaps and improve resources based on recurring customer questions and reported issues.

Customer Feedback & Product Enhancements

• Gather and document customer feedback, product enhancement requests, and recurring challenges to help inform product development and prioritization.
• Communicate customer needs and opportunities for improvement to Product, leadership, and other relevant stakeholders.
• Follow up with customers when requested enhancements are delivered, explaining relevant updates and helping them understand new capabilities.

Requirements

What We're Looking For

• Experience working in a B2B SaaS environment in customer success, implementation, onboarding, or a related customer-facing role.
• Demonstrated ability to manage customer relationships while balancing multiple accounts, projects, and competing priorities.
• Strong communication and presentation skills, including the ability to lead training sessions and present confidently to groups.
• Excellent organizational and follow-through skills, with the ability to manage tasks, timelines, and customer commitments independently.
• A proactive, solutions-oriented mindset and the ability to anticipate needs, troubleshoot problems, and take ownership through resolution.
• Comfort working in a fast-paced, evolving environment where processes may still be developing and responsibilities can extend beyond a traditional job description.
• The ability to communicate effectively with stakeholders at varying levels of an organization.

Preferred Qualifications

• Experience supporting leagues, tournaments, governing bodies, sports organizations, or other complex, multi-stakeholder customers.
• Familiarity with youth sports technology or firsthand experience in club or league administration.
• Experience supporting customers through both implementation and ongoing account management.
• Experience working across customer success, implementation, and technical support functions.
• Experience delivering software training, facilitating customer meetings, and driving product adoption.

Qualified Applicants

• Will be at least 21 years of age.
• Will have a minimum of bachelors degree in Business Administration or related field.
• Can communicate effectively in English, both orally and in writing.
• Are confident using technology and navigating software applications.
• Will be legally authorized to work in the US for any employer in the US without restriction.
• We cannot consider candidates who require sponsorship for a work-authorized visa now, or in the future.

Physical Demands

• Ability to work in a stationary position at a computer for extended periods and to communicate effectively with coworkers and customers, with or without reasonable accommodation.

What We Offer

• Your base salary will be determined based on your location, experience, skills, qualifications, business needs, and the pay of employees in similar positions. The base salary range is estimated at $65,000 USD - $75,000 USD.
• Competitive benefits, including comprehensive medical, dental, and vision plans for you and your dependents which are 100% company paid premiums, 401k(k) with employer match, and company paid group and disability insurance
• Paid Time Off
• Casual dress work environment
• Central office location in RTP

Benefits are subject to the terms of applicable plans, which may change. This posting is not a contract of employment, and employment with PlayMetrics is at will.

PlayMetrics is an equal opportunity employer. We consider all qualified applicants employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristics protected by applicable law.

Agency & Third-Party Recruiter Disclaimer: PlayMetrics does not accept unsolicited resumes or candidate submissions from third-party recruiters or staffing agencies, and will not engage with external firms. All candidates submitted are considered to be submissions by the candidate and no submission will obligate PlayMetrics to pay any fees associated with the referral or hiring of a candidate.

For more information about PlayMetrics visit playmetrics.com.