Customer Success Manager

About the Role

We’re seeking a Customer Success Manager (CSM) with 1–3 years of experience to join our team. In this role, you’ll ensure customer adoption, long-term satisfaction, and account growth—especially across organizations in youth sports, education, and community programming. You’ll own the post-sale relationship, guiding customers from onboarding through renewal while helping them maximize value through Playbook’s platform.

Note: This is an in-person position.

What You’ll Do

• Serve as the primary point of contact for a portfolio of accounts—many in youth sports, education, or activity programming—ensuring smooth onboarding, engagement, and long-term success.
• Develop and implement Customer Success Plans tailored to each customer’s program goals and operational needs.
• Drive user adoption and build trusted relationships at multiple levels within customer organizations to support retention and satisfaction.
• Partner with the Sales team to identify expansion opportunities and ensure seamless handoffs throughout the customer lifecycle.
• Lead onboarding sessions and deliver impactful training to new clients, helping them get immediate value from Playbook.
• Gather customer feedback and collaborate cross-functionally to enhance the platform based on real-world user needs.
• Provide proactive support, anticipating challenges and ensuring customers have a frictionless experience.

What We’re Looking For

• 1–3 years of customer-facing experience in Customer Success, Account Management, Support, or a related role.
• Experience working with youth sports organizations, education programs, community activities, or SaaS platforms is strongly preferred.
• Some exposure to enterprise or large multi-site accounts is a plus.
• Excellent communication and relationship-building skills, both written and verbal.
• Strong organizational abilities with the capacity to manage multiple accounts and projects simultaneously.
• A proactive problem-solver who can work independently and make confident decisions.
• A genuine passion for technology, customer success, and improving the experience of sports and education organizations.

Bonus Points

• Hands‑on experience in youth sports, coaching, program operations, education, or activity‑focused SaaS tools.
• 401(k)
• Paid Time Off
• Health Reimbursement Account (HRA)

Seniority level

• Entry level

Employment type

• Full‑time

Location: New York, NY  Salary: $70,000.00–$90,000.00