Customer Success Manager

Are you motivated by creating and developing strong customer relationships, and by ensuring best-in-class adoption of software that genuinely enables customers to achieve their business goals? We’re looking for a Customer Success Manager to work with some of the world’s leading brands as they unleash the power of play with the Playable platform.
Are you motivated by creating and developing strong customer relationships, and by ensuring best-in-class adoption of software that genuinely enables customers to achieve their business goals? We’re looking for a Customer Success Manager to work with some of the world’s leading brands as they unleash the power of play with the Playable platform.

The role
The role
The role
With a base in our Aarhus office, you will be responsible for developing and fostering relationships with a portfolio of customers, being their closest go-to and strategic sparring partner. As the leading point of contact, you will ensure their success and satisfaction with the Playable platform and be responsible for adopting high platform engagement to drive value. You’re a spirited customer advocate with engaging communication skills and experience working with B2B companies, and can be commercially minded when considering other opportunities they can help the Sales team explore. In short, the role includes:
With a base in our Aarhus office, you will be responsible for developing and fostering relationships with a portfolio of customers, being their closest go-to and strategic sparring partner. As the leading point of contact, you will ensure their success and satisfaction with the Playable platform and be responsible for adopting high platform engagement to drive value. You’re a spirited customer advocate with engaging communication skills and experience working with B2B companies, and can be commercially minded when considering other opportunities they can help the Sales team explore. In short, the role includes:

Responsibility for a customer portfolio, all the way from onboarding to advising customers to maximise their value of using the Playable platform and thereby ensuring a high net retention rate and low gross churn rate

Forming strong customer relationships and ensuring they are fully engaged and supported

Understanding and anticipating customers’ needs and goals, and ensuring tracking and follow-ups

Identifying and handling renewals, cross-selling, up-selling and expansion opportunities, and supporting colleagues with sparring on the same matter

Driving a high adoption rate in your customer portfolio

Occasional travelling to customer meetings and conferences (if needed)

Ensuring high data quality in our CRM system (Hubspot) and CSM platform (Planhat)

Responsibility for a customer portfolio, all the way from onboarding to advising customers to maximise their value of using the Playable platform and thereby ensuring a high net retention rate and low gross churn rate
Responsibility for a customer portfolio, all the way from onboarding to advising customers to maximise their value of using the Playable platform and thereby ensuring a high net retention rate and low gross churn rate
Forming strong customer relationships and ensuring they are fully engaged and supported
Forming strong customer relationships and ensuring they are fully engaged and supported
Understanding and anticipating customers’ needs and goals, and ensuring tracking and follow-ups
Understanding and anticipating customers’ needs and goals, and ensuring tracking and follow-ups
Identifying and handling renewals, cross-selling, up-selling and expansion opportunities, and supporting colleagues with sparring on the same matter
Identifying and handling renewals, cross-selling, up-selling and expansion opportunities, and supporting colleagues with sparring on the same matter
Driving a high adoption rate in your customer portfolio
Driving a high adoption rate in your customer portfolio
Occasional travelling to customer meetings and conferences (if needed)
Occasional travelling to customer meetings and conferences (if needed)
Ensuring high data quality in our CRM system (Hubspot) and CSM platform (Planhat)
Ensuring high data quality in our CRM system (Hubspot) and CSM platform (Planhat)

Competencies
Competencies
Competencies

Business acumen is fundamental in our customer dialogues. The ability to understand the customers’ value drivers, revenue stream, financial accounts and core business.

Great marketing knowledge and a creative mindset is essential when advising customers on the use of gamification marketing. Experience in gamification is not a must, however, but something we can teach you.

Digital understanding is needed as the customer typically will meet a large part of their customers in the digital space where everything moves fast - including the development of devices, media platforms and more.

Understanding of Martech to ensure a valuable dialogue with customers around the integration of Playable in their existing Martech stack, and how/where it can make a significant impact.

Stakeholder management capabilities are needed to navigate in and understand the different layers of the customer’s organisation.

Business acumen is fundamental in our customer dialogues. The ability to understand the customers’ value drivers, revenue stream, financial accounts and core business.
Business acumen
Business acumen
is fundamental in our customer dialogues. The ability to understand the customers’ value drivers, revenue stream, financial accounts and core business.
Great marketing knowledge and a creative mindset is essential when advising customers on the use of gamification marketing. Experience in gamification is not a must, however, but something we can teach you.
Great marketing knowledge and a creative mindset
Great marketing knowledge and a creative mindset
is essential when advising customers on the use of gamification marketing. Experience in gamification is not a must, however, but something we can teach you.
Digital understanding is needed as the customer typically will meet a large part of their customers in the digital space where everything moves fast - including the development of devices, media platforms and more.
Digital understanding
Digital understanding
is needed as the customer typically will meet a large part of their customers in the digital space where everything moves fast - including the development of devices, media platforms and more.
Understanding of Martech to ensure a valuable dialogue with customers around the integration of Playable in their existing Martech stack, and how/where it can make a significant impact.
Understanding of Martech
Understanding of Martech
to ensure a valuable dialogue with customers around the integration of Playable in their existing Martech stack, and how/where it can make a significant impact.
Stakeholder management capabilities are needed to navigate in and understand the different layers of the customer’s organisation.
Stakeholder management capabilities
Stakeholder management capabilities
are needed to navigate in and understand the different layers of the customer’s organisation.

Let’s put play to work
Let’s put play to work
Let’s put play to work
At Playable, we use the power of play to connect leading brands with consumers around the world – and change the game for ambitious marketeers everywhere. Our flexible SaaS platform allows our customers to integrate playable marketing in all stages driving engagement.
At Playable, we use the power of play to connect leading brands with consumers around the world – and change the game for ambitious marketeers everywhere. Our flexible SaaS platform allows our customers to integrate playable marketing in all stages driving engagement.

While we have grown quickly, our success is fuelled by a work culture centred around what matters most to us: All the great people who make up our culture – and who make it all possible. You will be joining 70+ colleagues across different teams and roles. In fact, the Playable culture is our most powerful business driver. It guides and unites us across time zones - powering more metrics than any slide deck ever will. Here, you’re met by managers who trust that you’re the best for the job and who genuinely care for you. Not just your performance but your well-being. Both in and outside work.
While we have grown quickly, our success is fuelled by a work culture centred around what matters most to us: All the great people who make up our culture – and who make it all possible. You will be joining 70+ colleagues across different teams and roles. In fact, the Playable culture is our most powerful business driver. It guides and unites us across time zones - powering more metrics than any slide deck ever will. Here, you’re met by managers who trust that you’re the best for the job and who genuinely care for you. Not just your performance but your well-being. Both in and outside work.

Together, we’re here to do great work – and to have fun doing it. Because, every second of every day, people around the globe play our games, and we believe this is just the beginning. So, come join us and let’s put play to work.
Together, we’re here to do great work – and to have fun doing it. Because, every second of every day, people around the globe play our games, and we believe this is just the beginning. So, come join us and let’s put play to work.

Interested?
Interested?
Interested?
We will screen and interview candidates on an ongoing basis – so please, do not hesitate to apply. Keep your application short and precise. For further information and questions about the position, please contact Head of Customer Success, Michella Baagø Primdahl, at [xxxxx].[xxxxx][email protected][xxxxx][email protected][xxxxx]