Head of Customer Success (fmd) 100 remote possible

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 playersrecruited from our pool of over 1.5M players worldwide.

More than 75% of the worlds top grossing video game studios are our customers.

Were 11 years old fully bootstrapped and profitable.
Were based in Berlin but our team is distributed across the globe.

About the role

Were looking for a passionate and strategic Head of Customer Success (f/m/d) to lead our amazing CS team at PlaytestCloud. Youll 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 youll 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 wed love for this role to evolve into a permanent opportunity as we continue growing our Customer Success function.

Key Responsibilities:

• Lead and scale PlaytestClouds 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.

Your profile

Mandatory:

• 35 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-experiencedriven 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 youre 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 youve 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 youll shine at PlaytestCloud

We move the gaming world forward one step at a time through trust ownership and doing the right thing. Youll 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:

• Dont enjoy engaging with customers players and studios (at least sometimes)

• Prefer working only at a desk and arent interested in joining global conferences or meetings (the frequency depends on your roles requirements)

• Dont value feedback honesty or transparency

• Dont like taking ownership of your work or let the fear of failure slow you down

• Dont 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 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 .