Customer Success Manager

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 VidSwap—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.  

Playon is looking for a Customer Success Manager to join our rapidly expanding team. Customer Success is critical to our long-term growth. We are looking for individuals who will help us continue to scale our organization. This role will be responsible for adoption, education, advocacy, retention, renewals and upsells.

In this role, you’ll be responsible for creating excitement about one or more of our portfolio of products. You’ll get to work alongside an extremely passionate and supportive team, but most importantly you’ll jumpstart your career in an exciting field. 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.

The outcomes you’ll deliver

Retention: Maintain a customer retention goal for existing accounts through proactive engagement.

Growth: Expand revenue in managed accounts through upsell opportunities and platform engagement

Adoption: Increase product usage among existing customers through feature education.

In this role, you can expect to

• Function as the customer advocate and provide internal feedback on how we can better serve our schools

• Manage all post-sale activity for clients through strong relationship-building, product knowledge, planning and execution

• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs

• Increase customer retention through strategic and proactive engagement by ensuring our schools consistently realize value from GoFan and/or NFHS Network

• Track accounts to identify churn risk and work actively to eliminate that risk

• Simultaneously manage multiple customers who are at different points on the account lifecycle

To thrive in this role, you have

• 3+ years’ experience in a customer success or similar role

• Ideally combined background of account management and/or 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 subscription business models 

• Analytical and process-oriented mindset 

• Demonstrated desire for continuous learning and improvement 

• Excellent communication and presentation skills

• Experience with digital ticketing, streaming, or K-12 operations preferred

• Ownership over Participation- You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges. 

• Team over Stars- You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed. 

• Growth over Comfort- You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.  

• Fairness over Popularity- You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making. 

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.