Plex is seeking an experienced and passionate Manager, Customer Success to lead our Customer Success (CS) team and champion Plex products for our end users. In this role, you will collaborate closely with our Marketing and Product teams to drive user satisfaction, engagement, and retention. This is an exciting opportunity to make a meaningful impact by shaping the user experience and aligning our CS efforts with broader company objectives.
What you'll do
- Lead and Mentor: Guide and develop the Customer Success team, fostering a culture of excellence and continuous improvement in support and engagement.
- Oversee TOS Enforcement: Manage Terms of Service (TOS) violation handling and enforcement to ensure compliance and maintain trust within our user base.
- Align Goals with Objectives: Drive alignment between CS team goals and company priorities, including maintaining support articles and gathering actionable feature feedback.
- Resolve Escalations: Act as the primary point of escalation for high-priority customer concerns, working with Product and Engineering teams to resolve issues effectively and efficiently.
- Leverage Analytics: Utilize product dashboards and analytics to investigate issues and assess end-user risks, ensuring data-driven decision-making.
- Advocate for Users: Represent the voice of the customer by participating in engineering cycle teams, identifying and communicating risks and issues that impact the end-user experience.
What you bring to the table
- Solid management experience leading a small team in the Customer Support space, 8-10 years preferred
- Understanding of the importance of excellent customer support and its impact to the Plex brand (retention, brand loyalty, impact on core business KPIs)
- Working knowledge of the media and entertainment industry
- Familiarity with IP protection
- The ability to handle challenging customer service issues in alignment with the Plex values and with grace and humility.
- A data driven approach and process driven to ensure the success of the team and our customer’s experience
- Personal Media Server experience preferred
- Strong experience with Customer Support Tools: Proficiency in tools such as Zendesk and Linear is required.
- Self-Motivation and Independence - the ability to manage your time effectively while working with a distributed, global team.
- Team-Oriented: A collaborative mindset, with a commitment to seeking help when needed and assisting teammates in achieving shared goals.
- Impact-Driven: A strong desire to improve our product, processes, and team performance, continuously striving to create meaningful change.
- You are kind, humble, helpful and enjoy getting stuff done
- You are intrinsically motivated, able to manage your time, and enjoy working with a distributed team across the globe
- You believe in asking for help and helping others when they ask, never throwing a problem over the wall
- You are hungry to have an impact, continuously working to improve our product, process and push the team to be its best
Benefits
- Monthly Balance Wellness Stipend
- Productivity Stipend
- Flexible paid time off
- Paid parental leave
- Hardware stipend
- Flextime, work from anywhere
- Comprehensive health insurance
- Stock options
- 401k (US employees)
- Plex for the Planet community service opportunities
Remote Work
- Plex hires new team members in countries around the world.
- As such, Plex does not sponsor employment visas.
- All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our hiring team can help answer any questions about location after starting the recruiting process.
- Also, please note, though we largely work asynchronously, as it relates to meetings, those generally occur between UTC 1600 to UTC 1900
English (US)