Customer Success Manager

Summary

Join Pragma, a company building a backend game engine for live-service games, as a Customer Success Manager. You will be part of a passionate, remote-first team and work closely with customers to ensure a seamless experience with our platform. Responsibilities include onboarding customers, providing technical support, collaborating on innovative solutions, managing game launches, and fostering strong customer relationships. You will also contribute to product enhancement by providing customer insights. This role requires strong communication, technical understanding, and problem-solving skills, along with at least two years of experience in a similar role within the tech industry. Pragma offers a remote-first work environment, competitive pay, comprehensive health benefits, and various other perks.

Requirements

• Exceptional communication skills to forge collaborative relationships with game studios, embodying a team-like approach
• Minimum of 2 years of experience in a Customer Success Manager or related role, preferably within the tech industry
• Proficiency in reading and understanding code, enabling you to grasp technical intricacies and effectively troubleshoot issues
• Strong problem-solving abilities and a knack for resolving technical challenges efficiently
• Excellent organizational skills and the ability to manage multiple projects and priorities effectively
• Demonstrated ability to empathize with customers' challenges and advocate for their needs within the organization

Responsibilities

• Learn how to use Pragma, which is technical in nature, and be able to effectively teach its features and benefits to customers
• Provide prompt and proficient technical support to customers, resolving any issues they encounter
• Collaborate with customers to devise and implement innovative solutions within the Pragma Ecosystem to expand beyond core Pragma features
• Lead and manage customer launches, including Alphas, Betas, and Public Launches, ensuring smooth rollouts of their games to players
• Cultivate and nurture strong relationships with customers to ensure their ongoing success and satisfaction
• Showcase Pragma's features and capabilities to prospective customers, contributing to the expansion of our client base
• Serve as a valuable resource to our Product teams by offering insights into how customers utilize Pragma and providing feedback for product enhancement

Benefits

• A remote-first work environment with semi-annual in-person meetups
• Competitive pay
• 100% employer-paid medical, dental, vision coverage for primary policyholders; 80% employer-paid coverage for eligible dependents
• 401(k) retirement plan with company match
• Flexible vacation
• Remote friendly perks such as snacks delivered monthly
• Paid parental and family care leaves
• Long term and short term disability