Senior Customer Success Manager (B2B Gaming Industry) (Remote, United States)

The Senior Customer Success Manager at Solsten is responsible for building and refining the Customer Success process to accelerate growth and deliver exceptional customer experiences for existing gaming customers. This role requires a strong business mindset, high emotional intelligence, and impeccable project management skills. The Senior Customer Success Manager will own their own book of business, drive successful adoption of the platform, form strategic relationships with key stakeholders, manage customer support and services, and advocate for customer needs. They will also be responsible for driving key Customer Success metrics and bringing a deep passion for helping companies become more player and human-centered.

• Own and manage a book of business, driving adoption, onboarding, and continued value add for clients
• Develop a deep understanding of the product, gaming, psychology, and how to build better experiences using it
• Form strategic relationships with key stakeholders to understand customers' businesses and develop strategic roadmaps for growth
• Manage escalation, support, and services relationship with customers, tracking operational metrics and addressing pain points
• Continuously plan, test, and improve the Customer Success process to ensure exceptional customer experience
• Provide feedback to the UX and product team on customer requests and prioritize them
• Advocate for customer needs and overcome technical challenges
• Coordinate with Client Partners, Solution Engineers, and other functions to support customers and generate value
• Introduce new features and offers to customers based on their unique situation and position
• Own key Customer Success metrics, including customer health, upsells, renewals, and churn
• Build rapport and trust with clients, with a focus on helping companies become more player and human-centered
• Collaborate with Sales and Marketing teams to deliver the best possible customer experience
• Have a strong understanding of Solsten's ability to accelerate customers' internal KPIs and goals
• Passion for understanding and improving onboarding, growth, and engagement models for customers
• Strong passion for games, game UX, psychology, personalization, and player-centered experiences
• Self-motivated team player with the ability to work independently.

• Bachelor's degree in Business, Psychology, or equivalent practical experience as a Customer Success Manager
• Minimum of 4 years of customer-facing experience, ideally in Gaming and SaaS companies
• Experience navigating customer organizational structures and defining milestones, success criteria, resource allocation, and on-time delivery
• Ability to build a strong understanding of where Solsten can accelerate customers' achieving internal KPIs and goals
• Experience partnering with Sales and Marketing teams to coordinate, communicate, and deliver the best possible customer experience
• Master of empathy and insight, with a deep understanding of customers and their needs
• Passion for understanding and improving onboarding, growth, and engagement models for customers
• Strong passion for games, game UX, psychology, personalization, and player-centered experiences
• Self-motivated team player with the ability to work independently
• High emotional intelligence combined with curiosity to understand customers' needs
• Strong business mindset and impeccable project management skills
• Ability to build strategic relationships with key stakeholders and develop strategic roadmaps
• Ownership of escalation management, support, and services relationship with customers
• Continuous improvement of Customer Success process to ensure exceptional customer experience
• Ability to advocate for customer needs and overcome technical challenges
• Ability to manage involvement of other functions within Solsten to support customers and generate value from the product and expertise
• Ownership of key Customer Success metrics, including customer health, upsells, renewals, and churn
• Ability to bring a great sense of humor, tact, empathy, and personability to clients

• 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
• Freedom to work from wherever you choose
• Flexibility to manage your own schedule
• Equal-opportunity employer