Job Description
PlayOn is looking for a Manager, Customer Success to help us continue serve our client schools in a superb fashion. Customer Success is critical to our long-term growth. We are looking for someone who will help us develop and lead the Customer Success Managers. This role will be overseeing a team responsible for adoption, advocacy, retention, and education. In this role, you’ll be responsible for building and nurturing the team that develops long-lasting relationships with clients. You’ll get to work with an extremely passionate and supportive team and will cross-functionally work closely with our Sales, Marketing, Support, and Product teams. If you’re interested in venturing outside the norm and are ready to join a rapidly growing company with a proven business model, we’d love to learn more about you.
In this role, you can expect to
- Help the team prepare long-term and short-term goals and client objectives
- Develop engagement strategy to build trust and long-term relationships with clients
- Function as the customer advocate and provide internal feedback on how we can better serve our schools
- Track accounts to identify churn risk and work actively to eliminate that risk with CSM’s
- Analyze data to identify potential clients’ needs, interests, or concerns
- Review account activity reports to identify opportunities to increase subscribers and retain existing clients
- Present reports on account progress, quotas, and goals to senior leadership and stakeholders
- Build, develop, and inspire a team of high-performing Customer Success Managers by creating scalable, data driven processes that drive team and company goals
To thrive in this role, you have
- 3+ years’ experience in a customer success, account management or similar role
- 2+ years’ experience managing or mentoring staff
- Excellent analytical and time-management skills
- Domain knowledge in the K-12 and/or ticketing industries preferred
- Ideally combined background of post-sale support and sales experience
- You have a track record of delivering value to a client
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
Experience with analytical tools and Customer Success related applications (Salesforce, ChurnZero, Pendo, etc.)
Company Overview
PlayOn is a dynamic growth-stage company dedicated to championing the spirit of play in the high school space. Backed by KKR, our family of brands—including GoFan, NFHS Network, and MaxPreps—empowers schools with innovative solutions and exceptional service. Our fan engagement platform is the only one that offers event ticketing, streaming, fundraising, concessions, merchandise sales, and website management in one place. We save administrators time so they can focus on what truly matters: supporting the students, staff, and fans who bring their programs to life.
Trusted by thousands of schools across the country, we’re here to help create more instant replays, hold-your-breath moments, last-minute comebacks, and games you want to watch over and over again.
When being there means everything, we make sure you never miss a moment.
Why you’ll love working at PlayOn
Product, potential, and people. We’re a leader in the high school event space, constantly evolving our product to meet the needs of administrators. We focus on solving real challenges, learning quickly, and creating impactful solutions.
This is a growth-stage company, meaning your contributions have real impact. You’ll have opportunities to grow your skills, tackle meaningful problems, and make a difference in the lives of schools and the students and fans they serve.
Our culture is built on accountability, collaboration, growth, and fairness. We don’t just show up—we show up for each other. Everyone wears the same jersey, and we play hard, make the extra pass, and cheer one another on. Losses teach us, challenges motivate us, and persistence drives us forward. We value integrity over shortcuts, choosing to do what’s right even when it’s hard. Together, we strive to be better every day—because we know that’s how we win as a team.
The Benefits We Offer
Multiple medical insurance plans to choose from
Dental, vision life and disability insurance
Employee Emergency Fund
Company equity (stock options)
Open PTO policy
401K plan with company match
Hybrid/flexible work environment
Note: Must be a full-time employee to participate in the company’s employee health benefit plan. Part-time employees and interns are not eligible to participate.
