Customer Success Manager

PlayMetrics is a fast growing B2B SaaS company revolutionizing the way youth sports organizations operate. Our industry-leading platform is trusted by thousands of clubs, leagues, and governing bodies to manage operations, communication, scheduling, and player development, all in one place.

The Role

PlayMetrics is seeking a Customer Success Manager for its Customer Success team. The Customer Success Manager is responsible for enabling customers to implement and use the PlayMetrics software platform. The goal of the Customer Success team is to provide a world class customer journey and assist customers with onboarding and each interaction with the company.

Note: This is a full-time position open to local candidates in North Carolina, as well as remote candidates residing within the continental United States. Local candidates will work from our Morrisville, NC headquarters under the current hybrid arrangement, currently three days per week working from home. This arrangement is subject to change based on the Company’s needs and policies. Relocation assistance is not available.

This position will generally work during our standard business hours Monday-Friday based in the candidate's time zone, however the candidate will be required to work certain weekends as may be required, resulting in a Company established flexible schedule only during the weeks in which weekend work is required.

Responsibilities

What You'll Do

Customer Enablement & Onboarding

• Lead onboarding and training for new league, tournament, and governing body customers, helping them successfully implement and adopt PlayMetrics registration and operations tools.
• Schedule and facilitate onboarding and ongoing enablement calls, guiding customers through implementation, answering questions, and ensuring they have the resources needed to succeed.
• Provide one-on-one customer support and training through video calls, tailoring guidance to customer needs and helping them navigate the platform.
• Manage multiple onboarding activities and customer commitments, proactively tracking progress, following up on outstanding items, and addressing potential roadblocks.
• Monitor customer satisfaction, identify potential risks, and share relevant metrics and updates with internal stakeholders.
• Improve customer success materials, including presentations, training plans, and external product knowledge bases.

Account Management & Customer Support

• Own ongoing relationships with league, tournament, and governing body customers, serving as a trusted resource for product guidance, questions, and operational needs.
• Conduct regular customer meetings to review product updates, address emerging needs, and support continued product adoption and customer retention.
• Manage customer inquiries through the designated support queue, taking ownership of issues from initial inquiry through resolution and coordinating with internal teams when needed.

Product Documentation & Communications

• Maintain and update self-service documentation, training resources, and external knowledge bases to help customers navigate PlayMetrics independently.
• Create and update customer-facing documentation for new feature releases, product enhancements, and evolving workflows.
• Participate in weekly Product sprint planning to stay informed about upcoming releases and changes that may affect customers.
• Coordinate product release notes and customer communications with Marketing to ensure updates are communicated clearly and accurately.
• Partner with Customer Support to identify documentation gaps and improve resources based on recurring customer questions and reported issues.

Customer Feedback & Product Enhancements

• Gather and document customer feedback, product enhancement requests, and recurring challenges to help inform product development and prioritization.
• Communicate customer needs and opportunities for improvement to Product, leadership, and other relevant stakeholders.
• Follow up with customers when requested enhancements are delivered, explaining relevant updates and helping them understand new capabilities.