Playbypoint is looking for a Customer Success Manager to own and grow relationships with our clients in the racquet sports space. This role will focus on onboarding, training, and supporting customers to ensure they see value from our SaaS platform, while identifying opportunities for retention and expansion. You'll collaborate closely with Product, Sales, and Support, acting as a strategic partner and advocate for your customers. Ideal candidates have experience in SaaS or tech, a strong client-facing skill set, and a passion for sports and innovation.

Description

About Playbypoint

We’re a fast-growing startup reshaping the racquet sports world. Our SaaS platform helps clubs, coaches, and players streamline operations, level up the player experience, and grow their communities. From tennis to pickleball, we’re bringing modern software to an industry ready for a major upgrade.

We’re backed by top investors, trusted by leading clubs, and scaling fast. Now, we’re looking for a committed Customer Success Manager to help us take the next big leap.

About the Role

As a Customer Success Manager at Playbypoint, you will be responsible for ensuring our clients achieve maximum value from our software solutions. You will serve as the primary point of contact for our customers, building strong relationships and providing exceptional support throughout their journey with us. The Customer Success Manager will own a book of business and be a trusted partner and consultant. Your role will be crucial in driving customer satisfaction, retention, and advocacy.

Responsibilities

• Develop and maintain strong relationships with clients, understanding their needs, challenges, and goals.
• Onboard new customers, providing training, webinars and guidance on how to effectively use our software solutions.
• Partner with Product teams to create tailored customer onboarding workshops and trainings based on predetermined business requirements.
• Respond to customer inquiries about product questions and provide solutions to complex use cases and workflows.
• Conduct customer business reviews to assess progress against desired business outcomes, determine opportunities for deeper feature engagement and measure and communicate the impact of our software on the customer’s business.
• Collaborate with cross-functional teams including Sales, Product, and Support to ensure seamless customer experiences.
• Drive customer retention and expansion by identifying upsell and cross-sell opportunities.
• Build out our knowledge base and gather customer feedback and insights.
• Champion the voice of the customer internally, advocating for their needs and priorities.

Qualifications

• Fluent in English (Spanish is a plus).
• 3+ years of proven success in sales and/or customer-facing role, preferably in SaaS or technology industry, with a track record of meeting or exceeding targets.
• Strong understanding of the SaaS and Racquet Sports industry, and the ability to articulate the value proposition of our solutions.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Excellent problem-solving skills, with a proactive and solutions-oriented mindset.
• Ability to thrive in a fast-paced, dynamic startup environment.
• Passion for sports and technology, with a genuine interest in helping customers succeed.
• Experience working with CRM software (e.g., Hubspot) and customer success tools is a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Professional development opportunities.
• A dynamic and collaborative work environment. If you are a self-motivated individual with a passion for customers and racquet sports, we want to hear from you. Join our team at Playbypoint and help us revolutionize the racquet sports industry with cutting-edge software solutions.