Solsten is hiring a
Senior Customer Success Manager

Summary

The job is for a Senior Customer Success Manager at Solsten, a company specializing in human-centered digital experiences and products. The role involves managing existing gaming customers, driving adoption and value, forming strategic relationships, and continuously improving the customer success process.

Requirements

• Bachelor’s degree in Business, Psychology, or equivalent practical experience as a Customer Success Manager
• Minimum of 4 years of customer-facing experience, interfacing with executives and a wide range of customer stakeholders, ideally in Gaming and SaaS companies

Responsibilities

• Drive the successful adoption, onboarding, as well as continued value add to help your clients realize the business value of our platform with a direct impact on your compensation
• 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
• Own escalation management as well as the overall support and services relationship with our customers. This will ensure tracking key operational metrics while identifying and remediating any pain points
• Continuously plan, test, and improve our Customer Success process to ensure an exceptional customer experience to our clients
• Build a consistent and strong feedback loop to our UX and product team to share and discuss customer requests that are prioritized by the product team
• Advocate for customer needs in order to overcome technical challenges and to maintain customer momentum
• Manage the involvement of Client Partners, Solution Engineers, and other functions within Solsten to support the customers in generating the most value from our product and expertise
• Introduce new features, and offers to our customers that add value according to the customers' unique situation and position
• 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

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
• #LI-Remote