Remote Senior Customer Success Manager

Summary

Join Solsten as a Senior Customer Success Manager and be the trusted advisor for our existing gaming customers. You will build and refine our Customer Success process to accelerate growing existing accounts and deliver an exceptional customer experience.

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
• Experience navigating customer organizational structures, defining milestones, success criteria, resource allocation, and on-time delivery
• Business-driven and can immediately build a strong understanding of where Solsten can accelerate our customer's achieving internal KPIs and goals
• Experience in partnering with Sales and Marketing teams to coordinate, communicate, and deliver the best possible customer experience
• Master of empathy and insight- you understand our customers and their needs better than anyone
• Passion for understanding and improving onboarding, growth, and engagement models for our customers
• Strong passion for all of the following: games, game UX, psychology, personalization, player-centered experiences
• Self-motivated team player and ability to work in fast-paced environments with minimal oversight
• Great communicator and communicate proactively and straightforward, while demonstrating excellent written and oral communication skills
• Listen well. Create alignment by default and can drive hard decisions when needed
• Excellent time management skills with the ability to prioritize and shift workload to meet deadlines

Responsibilities

• Own your own book of business
• Intimately understand our product, gaming, psychology, and how to build better experiences using it
• Form strategic relationships with key stakeholders to understand our customer’s business within their industry
• Own escalation management as well as the overall support and services relationship with our customers
• Continuously plan, test, and improve our Customer Success process to ensure an exceptional customer experience
• Build a consistent and strong feedback loop to our UX and 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
• Introduce new features, and offers to our customers that add value according to the customers' unique situation
• Own key Customer Success metrics, including customer health, upsells, renewals, as well as churn across all customer accounts
• Bring a great sense of humor, tact, and ability to be empathetic and personable to clients

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
• 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