Senior Customer Success Manager

Summary

Join FastSpring as a Senior Customer Success Manager and build strategic relationships with enterprise clients in the video gaming industry. This role focuses on customer satisfaction, retention, and account growth. You will manage a portfolio of enterprise accounts, guide clients through onboarding, and drive engagement. You'll need expertise in payments, e-commerce, and gaming, along with technical proficiency. As a trusted advisor, you will interact with C-level executives and key stakeholders. Your ability to deliver measurable value will foster long-term client success and loyalty. The position offers a competitive salary and benefits package.

Requirements

• Proven experience in customer success, account management, or a similar role, with a focus on enterprise accounts and senior stakeholder engagement
• Strong knowledge of the video gaming industry, payments, e-commerce, and subscription-based/SaaS business models
• Technical proficiency, including front-end web development (HTML, CSS, JavaScript, jQuery), CRM platforms (e.g., Salesforce), and customer success tools (e.g., Gainsight)
• Data-driven mindset with strong analytical skills and experience leveraging tools like Looker to analyze performance and drive measurable results
• Exceptional problem-solving, communication, and relationship-building skills, with the ability to navigate complex customer relationships and influence decision-makers
• Ability to manage multiple priorities, adapt to dynamic environments, and meet deadlines
• Bachelor’s degree or equivalent experience; advanced degrees are a plus

Responsibilities

• Build and maintain strong relationships with key stakeholders in assigned gaming industry accounts, acting as a trusted advisor and thought leader
• Proactively identify and address client needs to drive satisfaction, feature adoption, retention, and account growth
• Collaborate with internal teams, including sales, support, engineering, and product, to deliver seamless client experiences and manage customer success strategies
• Deeply understand client business models and challenges within the video gaming sector, tailoring solutions to align with their goals and industry best practices
• Advocate for client needs within FastSpring, providing insights to enhance processes and improve the customer journey
• Conduct strategic business reviews and operational analyses, presenting insights on metrics such as revenue impact, product ROI, and growth opportunities
• Support seamless integrations and successful implementation of FastSpring’s platform, working closely with clients and internal technical teams
• Represent FastSpring at client meetings and industry events, occasionally requiring travel (up to 20%) and flexible working hours to collaborate across time zones

Preferred Qualifications

Preferred candidates are based in the Central Time Zone, with a preference for those in the Austin, Texas area

Benefits

• This role may be eligible for the corporate bonus plan (or, if a sales role, a commission plan as defined in the sales incentive plan document)
• FastSpring provides a variety of benefits to employees