Senior Customer Success Manager (B2B Gaming Industry) (Remote, Nordics)

The Senior Customer Success Manager at Solsten will be responsible for building and refining the company's customer success process to accelerate growth and deliver an exceptional customer experience. This role requires a strong business mindset, autonomy, and impeccable project management skills. The successful candidate will own their own book of business, intimately understand the company's product and gaming psychology, and form strategic relationships with key stakeholders to understand customers' business within their industry. They will also manage the involvement of Client Partners, Solution Engineers, and other functions within Solsten to support customers in generating the most value from the product and expertise.

• Own a book of business and drive successful adoption, onboarding, and continued value add for clients
• Intimately understand the product, gaming, psychology, and how to build better experiences using it
• Form strategic relationships with key stakeholders to understand 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 customers
• Continuously plan, test, and improve the Customer Success process to ensure an exceptional customer experience to clients
• Build a consistent and strong feedback loop to the UX and product team to share and discuss customer requests that are prioritized by the product team
• Advocate for customer needs to overcome technical challenges and maintain customer momentum
• Manage the involvement of Client Partners, Solution Engineers, and other functions within Solsten to support customers in generating the most value from the product and expertise
• Introduce new features and offers to customers that add value according to the customer's 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 the 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.

• 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
• Great 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 to our clients
• 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 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
• 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
• Excellent time management skills with the ability to prioritize and shift workload to meet deadlines