Manager, Customer Success

Manager, Customer Success

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

Who we are

Plex is a global streaming media platform that gives millions of customers around the world the freedom to enjoy all the content they love in one simple, beautiful app. Our vision is to empower real human connections by bringing people and entertainment together. So, we’re on a mission to create a global community for streaming content that people can depend on to easily discover, experience, and share all of the entertainment that matters to them.

What sets us apart

• We are the largest independent streaming platform built by a global team of employees who are fanatically passionate about delivering the highest quality, most unified, and user-friendliest entertainment experience possible.
• We have always been a distributed organization, with people making great things happen in over 20 different countries and 11 time zones. 
• We host epic in-person off-sites to bring team members together a few times a year. 
• We are passionate about our mission and we work hard, while still providing flexibility around a schedule that works for you.
• We love what we’re building and our user community is an integral part of our development process. We actively engage with customers to understand what is working, what they want more of, and how we can be better.
• We are committed to improving the communities where we live and work with charitable contributions, partnerships, and service.

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

The Plex Values

• Be kind, humble, and helpful.
• Approach problems with curiosity, creativity, and flexibility.
• Put yourself on the customer’s couch.
• Be a good steward. Like a boss!
• Build relationships to ensure healthy debate.
• Foster a global and diverse team spirit.
• Show gratitude and give back.
• Seek balance for yourself and Plex.

Compensation

Our compensation reflects the cost of labor across several US and Global geographic markets. The base pay for this position ranges from $110,000 in our lowest geographic market up to $130,000 in our highest geographic market. Pay is based on a number of factors including market location, seniority, local currency and may vary depending on job-related knowledge, skills, and experience.

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

Diversity, Equity, and Inclusion at Plex

At Plex, our vision is to empower real human connection by bringing people and entertainment together. This vision is at the heart of our diversity, equity and inclusion work. 

As a fully remote, global company, we take pride in our ability and dedication to building a workforce that represents our global audience. Our virtual work environment is intentionally designed to draw from all backgrounds, creating a sense of belonging and ownership for every employee. 

As we create a global community of streaming media, we know we need a team that represents the diversity of our users and a company culture that welcomes people to be their authentic selves, and we’re all in!  

Our DEI efforts are focused on the following:

• Building a diverse and global company
• Creating an inclusive culture

Our DEI Foundations:

• Participation, Education and Awareness, Data and Understanding
  

Does this sound interesting? We're looking for a Manager, Customer Success  who is ready to join us to have a material impact in Plex's growth and success!

Plex is an Equal Employment Opportunity employer and is committed to building an inclusive and diverse workforce. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other classification protected by applicable discrimination laws. Should you require an accommodation during our interviewing and hiring process, please let your recruiter know.