Senior Customer Success Manager - B2B Gaming Industry

May 27, 2023

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Solsten

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psychometrics • psychology • user experience • experience design • user analytics

11 - 50

Description

• At Solsten, everything is about the customer and their experience. • As a Senior Customer Success Manager, you will be the trusted advisor for our existing gaming customers. • This role requires a strong appetite for growth, high emotional intelligence combined with curiosity to understand our customers' needs, a strong business mindset, autonomy, and impeccable project management skills. • You will own your own book of business. • Intimately understand our product, gaming, psychology, and how to build better experiences using it, with a constant pulse on what we’re building next. • Form strategic relationships with key stakeholders to understand our customer’s business within their industry and develop strategic roadmaps for how Solsten grows with them. • Continuously plan, test, and improve our Customer Success process to ensure an exceptional customer experience to our clients. • Own key Customer Success metrics, including customer health, upsells, renewals, as well as churn across all customer accounts and derive concrete measures to drive business results and elevate our customer experience. • Bring a great sense of humor, tact, and ability to be empathetic and personable to clients, building rapport and trust with a deep passion for helping companies to become more player and human-centered.

Requirements

• Bachelor’s degree in Business, Psychology, or equivalent practical experience as a Customer Success Manager. • You bring a minimum of 4 years of customer-facing experience, interfacing with executives and a wide range of customer stakeholders, ideally in Gaming and SaaS companies. • You bring great experience navigating customer organizational structures, defining milestones, success criteria, resource allocation, and on-time delivery. • You are business-driven and can immediately build a strong understanding of where Solsten can accelerate our customer's achieving internal KPIs and goals. • You bring experience in partnering with Sales and Marketing teams to coordinate, communicate, and deliver the best possible customer experience to our clients. • You are a master of empathy and insight- you understand our customers and their needs better than anyone. • You have a passion for understanding and improving onboarding, growth, and engagement models for our customers. • You bring a strong passion for all of the following: games, game UX, psychology, personalization, player-centered experiences, and a high motivation to build a deep understanding of our products and translate the value to our customers. • You are a self-motivated team player and ability to work in fast-paced environments with minimal oversight. • You are a great communicator and communicate proactively and straightforward, while demonstrating excellent written and oral communication skills. • You listen well. • You create alignment by default and can drive hard decisions when needed. • You push the pace.

Benefits

• Competitive, location-based salary • Flexible paid time off (unlimited with a minimum requirement of 25 days off) • Annual Wellness & Experience bonus • 100% employer-paid health benefits for employee and dependent(s) • Flexible spending accounts for dependent care and healthcare expenses • Home office setup: laptop and necessary peripherals • Retirement savings plan • A people-first culture with a major emphasis on experience • A company that is invested in you, your ideas, and your growth • An opportunity to join a quickly scaling startup