
Website Plex
Meet your TV concierge.
Plex is seeking a passionate and experienced Customer Success Manager to lead our Customer Success team and champion Plex products for our users. In this role, you will partner with our Marketing and Product teams to drive user satisfaction, engagement, and retention. This is a fantastic opportunity to make a real difference by shaping the user experience and aligning our CS efforts with broader company goals.
Responsibilities:
- Lead and mentor the Customer Success team, fostering a culture of excellence and continuous improvement in support and engagement.
- Manage Terms of Service (TOS) violation handling and enforcement to ensure compliance and maintain a positive user environment.
- Align CS team goals with company priorities, including maintaining support articles and gathering actionable feature feedback.
- Serve as the primary point of escalation for critical customer issues, collaborating with Product and Engineering teams to resolve problems effectively.
- Utilize product dashboards and analytics to investigate issues and assess user risks, ensuring data-driven decisions.
- Advocate for the customer by participating in engineering cycle teams, identifying and communicating risks and issues impacting the user experience.
Qualifications:
- 8-10 years of solid management experience leading a small team in Customer Support.
- Deep understanding of the importance of excellent customer support and its impact on the Plex brand (retention, loyalty, core business KPIs).
- Working knowledge of the media and entertainment industry.
- Familiarity with IP protection.
- Ability to handle challenging customer service issues professionally and empathetically.
- Data-driven approach and process-oriented mindset to ensure team and customer success.
- Personal Media Server experience is a plus.
- Strong experience with Customer Support Tools (e.g., Zendesk, Linear).
- Self-motivation and ability to manage time effectively while working with a distributed, global team.
- Collaborative mindset and commitment to teamwork.
- Desire to improve products, processes, and team performance.
- Alignment with Plex values: kindness, humility, helpfulness, curiosity, creativity, flexibility, customer focus, stewardship, healthy debate, global team spirit, gratitude, and balance.
About Plex:
Plex is a global streaming media platform empowering millions of customers to enjoy their favorite content in one app. We aim to foster human connection by uniting people and entertainment. As the largest independent streaming platform, we are a distributed team passionate about delivering the highest quality entertainment experience. We value flexibility, collaboration, and a strong connection with our user community. We are committed to improving our communities through charitable contributions and partnerships.
Remote Work:
Plex hires globally and does not sponsor visas. All roles are remote, though some may have location-based eligibility requirements. Meetings generally occur between UTC 1600 and UTC 1900.
Compensation and Benefits:
- Competitive compensation ($110,000 – $130,000 base pay, depending on market location, experience, etc.)
- Monthly Wellness and Productivity Stipends
- Flexible PTO
- Paid Parental Leave
- Hardware Stipend
- Flextime and Work-from-Anywhere
- Comprehensive Health Insurance
- Stock Options
- 401k (US employees)
- Plex for the Planet community service opportunities
Diversity, Equity, and Inclusion:
Plex is committed to building a diverse, equitable, and inclusive workforce that reflects our global audience. We celebrate our differences and strive to create a sense of belonging for every employee. Our DEI efforts focus on building a diverse global company and fostering an inclusive culture through participation, education, awareness, data, and understanding.
To Apply:
https://www.plex.tv/careers/open-jobs/manager-customer-success/ref/4530057101/?gh_jid=4530057101
Plex is an Equal Opportunity Employer and values diversity. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, ancestry, national origin, religion, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status, or any other protected classification. If you require accommodation during the hiring process, please inform your recruiter.