Customer Success Manager

Summary

Join PlaytestCloud as a Customer Success Manager and cultivate strong relationships with key gaming industry clients. You will manage a portfolio of accounts, focusing on adoption, retention, and upselling. Responsibilities include negotiating renewals, providing platform insights, managing onboarding, and identifying process improvements. The ideal candidate has 2+ years of experience managing high-value customer relationships in a SaaS/tech company, proven success in achieving renewal and upsell targets, and near-native English proficiency. PlaytestCloud offers a remote-first work model, flexible hours, competitive compensation, professional development opportunities, and a strong company culture.

Requirements

• 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
• 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)

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

Preferred Qualifications

• 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

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