Head of Customer Success (f/m/d) - 100% remote possible

Job description

📍 Location: Remote-first (while our HQ is in Berlin)

💼 Employment Type: Full-time ; Limited to 1 years with option to extension

About PlaytestCloud

PlaytestCloud helps video game studios make games players love. Using our Player Insights Platform™, game developers get feedback from their target players—recruited from our pool of over 1.5M players worldwide.

🏆 More than 75% of the world’s top grossing video game studios are our customers.

🏆 We’re 11 years old, fully bootstrapped and profitable.

🏆 We’re based in Berlin, but our team is distributed across the globe.

About the role

We’re looking for a passionate and strategic Head of Customer Success (f/m/d) to lead our amazing CS team at PlaytestCloud. You’ll be at the heart of how game studios around the world experience our platform, guiding them from first onboarding through long-term success and growth. As the voice of our customers, you’ll shape how we deliver value, build scalable processes, and drive exceptional retention and expansion results. If you thrive in a hands-on, collaborative environment and love empowering teams to make an impact, this is your chance to help shape the future of playtesting.

This is a 1-year fixed-term position to cover a parental leave but if things go well, we’d love for this role to evolve into a permanent opportunity as we continue growing our Customer Success function.

Key Responsibilities:

• Lead and scale PlaytestCloud’s Customer Success team, overseeing a team of 4 and driving long-term client retention and growth.
• Own the full customer journey, from onboarding to renewals, ensuring a seamless handover from Sales and exceptional client experience.
• Act as a strategic partner to the CRO, influencing customer-centric growth strategies and improving Net Revenue Retention (NRR).
• Develop frameworks and playbooks for enterprise and SMB customer engagement, balancing operational excellence with hands-on leadership.
• Thrive in a collaborative, entrepreneurial environment within a 45-person company that values initiative, adaptability, and bias to action.

Job requirements

Your profile

Mandatory:

• 3–5 years of experience leading or managing Customer Success teams within a B2B SaaS environment, ideally in a high-touch, global context.
• Proven success with large-scale enterprise renewals and contracts of $500K+, alongside experience supporting SMB customers.
• Skilled in building and optimizing post sales processes, including onboarding, retention, and upsell strategies that drive NRR growth.
• Comfortable operating in a lean, fast-moving organization; ideally based in Berlin, but open to candidates across Europe.

Great to have:

• Background in UX, UI, design, research, or gaming is a strong plus — or a demonstrable affinity for creative and user-experience–driven industries.
• Passion for video games and familiarity with the gaming industry.
• Considers themselves a strong advocate and user of AI.

Your benefits

If you love a less-formal work environment, flexible work hours and location, a competitive compensation package and benefits, and most of all, being your authentic self — we want to meet you.

Here are some of our perks & benefits:

• Remote-first work model: We offer the option to work up to 100% remotely. Nevertheless, you're also welcome to work from our office in beautiful Berlin-Mitte
• Budgets for professional growth, language courses, conferences and team building
• 27 vacation days + additional time off on December 24th and 31st
• Seniority days (additional time off based on how long you've been with the company)
• In addition to your regular work equipment, including a MacBook, you get a budget to set up your home office
• We have a company culture that is open to trying new paths, where the best idea wins
• Quarterly team events, game sessions and other fun activities
• Pet-friendly office
• Birthday presents and anniversary charity donations to organizations of your choice
• Summer & winter celebrations that bring all employees together in Berlin, Germany.
• Contribution to the occupational pension plan (bAV)
• Contribution to company bikes (MeinDienstrad)
• Net wage optimization (wherever possible and wanted)
• Liberal policy around working from abroad (workations)
• Our company language is English

How you’ll shine at PlaytestCloud

We move the gaming world forward —one step at a time— through trust, ownership, and doing the right thing. You’ll be a great fit for our team if you:

• Feel rewarded when your work is recognized and love creating a winning experience for your teammates
• Align yourself with our brand and values, and bring them into play every day
• Build great experiences and are excited to go above and beyond expectations
• Find solutions, test new ideas and challenge the status quo
• Respect and enjoy teaming up with people from all backgrounds, nations, ethnicities, and cultures
• Constantly look for ways to improve and turn challenges into better experiences
• Are fluent in English (bonus points if you bring another language to the party)

What might make PlaytestCloud not a match for you?

We thrive on dynamic teamwork, direct communication, and flexibility. We may not be the right match if you:

• Don’t enjoy engaging with customers, players and studios (at least sometimes)
• Prefer working only at a desk and aren't interested in joining global conferences or meetings (the frequency depends on your role’s requirements)
• Don’t value feedback, honesty, or transparency
• Don't like taking ownership of your work or let the fear of failure slow you down
• Don’t believe in personal growth, adapting new skills, or leveling up existing ones

Do you need to meet all hiring criteria?

​​A common question you might be asking is: “Do I need to meet all the requirements to apply?” Our answer is, studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the application requirements. By contrast, women/non-binary people will seek to match a much higher percentage of the requirements before applying. We encourage everyone to apply and give us a chance to evaluate your skills and experience. We are all learning on the job, and although the listing above has been carefully compiled, we are also open-minded and interested to hear about the value you can bring to the role, and to PlaytestCloud.

Note: We read every application ourselves and do not rely on automated CV screening.

We are an equal opportunity employer

At PlaytestCloud, we welcome diversity, and believe everyone should have a fair chance at setting a high score. We are committed to providing an inclusive environment for everybody who works here or with us, regardless of race, national origin, age, gender, gender identity or expression, sexual orientation, religion (or lack thereof), political affiliation, disability, medical condition, pregnancy, marital status, or any other protected characteristics. Join us and make the future of gaming diverse, inclusive, and exciting.

If you want to reach out to our Diversity & Inclusion buddies, please send a message to [people[at]playtestcloud.com](mailto:people@playtestcloud.com) with your request or ask us to jump on a quick call with you.

Get in touch with us

If you have questions regarding the job opening or our recruitment process, drop our Talent Acquisition team a line at [talent[at]playtestcloud.com](mailto:talent@playtestcloud.com).