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

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

Remote-first (HQ is in Berlin)

Full-time; 1‑year fixed‑term position covering a parental leave; may become permanent.

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. 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.

Key Responsibilities

• Lead and scale PlaytestCloud’s Customer Success team, overseeing a team of four and driving long‑term client retention and growth.
• Own the full customer journey, from onboarding to renewals, ensuring a seamless handover from Sales and delivering an 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

• 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.

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.

Perks & Benefits

• Remote‑first work model: 100% remote option, with the possibility to work from our office in 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 tenure).
• Home‑office setup budget (MacBook included).
• Open company culture that rewards the best idea wins.
• Quarterly team events, game sessions and other fun activities.
• Pet‑friendly office.
• Birthday presents and anniversary charity donations to organisations of your choice.
• Summer & winter celebrations that bring all employees together in Berlin, Germany.
• Contribution to the occupational pension plan (bAV).
• Company bike program (MeinDienstrad).
• Net wage optimisation where possible.
• Flexible policy for working from abroad (workations).
• Company language is English.

How you’ll shine at PlaytestCloud

• Feel rewarded when your work is recognised and love creating a winning experience for teammates.
• Align yourself with our brand and values, and bring them into play every day.
• Build great experiences and 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.
• Fluent in English (bonus if you bring another language).

What might make PlaytestCloud not a match for 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.
• Don’t value feedback, honesty or transparency.
• Don’t like taking ownership of your work or let the fear of failure slow you down.
• Do not believe in personal growth, adapting new skills or leveling up existing ones.

Do you need to meet all hiring criteria?

We encourage everyone to apply. We are open‑minded and interested to hear about the value you can bring to the role and to PlaytestCloud.

Equal Opportunity Employer

We welcome diversity and are committed to providing an inclusive environment for everybody who works here or with us, regardless of race, national origin, age, gender, sexual orientation, religion, disability, pregnancy, marital status or any other protected characteristic.

Contact

For questions regarding the job opening or recruitment process, contact our Talent Acquisition team at .

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