Customer Success Manager(f/m/d) - 100% remote possible

ABOUT PLAYTESTCLOUD

PlaytestCloud is a platform that lets gamers worldwide try out games and help game studios improve them by providing feedback. Over 60% of the studios listed in the App Store Top 100 grossing games charts have tested their games with PlaytestCloud. 

🏆 We’re the premier user testing provider for games - we help game studios worldwide make the best games they possibly can.

🏆 We build our own technology that adds screencast recording, security features, and player instructions to games.

🏆 We’re bootstrapped and profitable, with 400+ paying game studios and 1,000,000+ playtesters.

THE ROLE

We’re seeking an experienced and ambitious Customer Success Manager (f/m/d) to serve as a trusted resource for our key customers and partners in the gaming industry. Your role involves cultivating strong, effective relationships with valued customers and optimizing their lifetime value within your designated portfolio. This includes delivering an exceptional customer experience by leveraging the full potential of our products and exceeding customer expectations in terms of outcomes, results, and value. Additionally, you will play a crucial role in negotiating renewals and identifying upsell opportunities to further enhance customer satisfaction and loyalty.

Key Responsibilities:

🚀 Own and manage a strategic customer portfolio, focusing on enhancing adoption and strengthening retention across your business accounts within the gaming industry.

🚀 Generate pricing quotes and negotiate renewals, add-ons, and upsell opportunities to prevent churn and secure optimal terms

🚀 Master the PlaytestCloud platform to provide customers with valuable insights and help them achieve desired outcomes

🚀 Manage the customer onboarding process, including account configuration, training, and change management activities

🚀 Identify product/process gaps and proactively suggest solutions during customer discovery opportunities

🚀 Drive cross-functional initiatives to improve the overall customer experience and increase satisfaction and loyalty

🚀 Employ pricing strategies in line with company standards, policies, and procedures

If you're looking for an exciting new challenge that will allow you to showcase your skills, take full ownership of your work, and have a passion for delivering excellent customer experiences, we encourage you to apply for this great opportunity.

YOUR PROFILE

Mandatory:

✅ Experienced professional with 2+ years managing high-value customer relationships, demonstrating a proven ability to drive alignment within complex customer environments at both executive and departmental levels within a SaaS/tech company.

✅ Prior success achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis

✅ You have (near) native spoken and written English skills. German is not required for the role, any additional languages are a plus

✅ 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 are comfortable with visiting customers and clients on-site and traveling to conferences from time to time

✅ You are located within ±2 hours of the Europe/Berlin time zone (CET)

Great to have:

🏆 Experience with usability testing or user research

🏆 Passion for video games and familiarity with the gaming industry

🏆 Experience in the ad tech or game tech sector

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.

YOUR BENEFITS

Here comes the fun part! If you love a less-formal work environment, flexible work hours and location, a competitive compensation package and benefits - and most of all, being the authentic you - we want to meet you. 

Here are some of our perks & benefits:

💜 Remote-first work model: We offer the option to work up to 100% remotely. Nevertheless, you're also welcome to work from our office in beautiful Berlin-Charlottenburg

💜 You get a budget for professional growth opportunities, conferences, team building, and, if you wish, German language lessons

💜 27 vacation days + additional time off on December 24th and 31st

💜 Seniority days (additional time off, based on the time being employed with us)

💜 You get a MacBook Pro, an additional screen, and all the equipment you need to do a great job. Additionally, you get a budget to set up your home office environment

💜 Strong culture: We have a feedback-driven company culture that is open to trying new paths, where the best idea wins

💜 Regular team events, (board) game sessions and other fun activities for everyone who wants to attend

💜 Pet-friendly office

💜 Birthday presents and Anniversary charity donations

💜 Summer & winter celebrations (bringing all employees together)

💜 Contribution to the occupational pension plan (bAV)

💜 Net wage optimization (wherever possible and wanted)

💜 Liberal policy around working from countries that are not your primary residence (workations)

💜 Our company language is English

DO YOU NEED TO MEET ALL HIRING CRITERIA?

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

Our answer is, 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.

Note: We read every application ourselves and do not rely on automated CV screening.

EQUAL OPPORTUNITY EMPLOYER

At PlaytestCloud, we welcome diversity, and believe everyone should have a fair chance at setting a high score. We are committed to providing an inclusive environment for everybody who works here or with us, regardless of race, 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 gaming diverse, inclusive, and exciting.

If you want to reach out to our Diversity & Inclusion buddies, please send a message to people[at]playtestcloud.com with your request or ask us to jump on a quick call with you.

GET IN TOUCH WITH US

If you have questions regarding the job opening or our recruitment process, drop our Talent Acquisition team a line at talent[at]playtestcloud.com.