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

Bachelor’s degree in Business, Psychology, or equivalent practical experience. Minimum 4 years of customer-facing experience, ideally in Gaming and SaaS. Experience navigating customer organizational structures and managing resources. Ability to understand how Solsten can help customers achieve goals. Experienced in collaborating with Sales and Marketing for customer success. Strong empathy and insight into customer needs. Passion for onboarding, growth, and engagement models. Interest in games, game UX, psychology, and player-centered experiences. Self-motivated and able to work in a fast-paced environment. Excellent communication skills, proactive and straightforward. Strong time management skills with ability to prioritize tasks effectively.

Own a book of business, driving adoption and value realization for clients. Understand Solsten's products and gaming psychology to enhance customer experience. Form strategic relationships and develop roadmaps for customer growth. Manage escalations and support relationships, tracking operational metrics. Continuously improve Customer Success processes for exceptional client experience. Provide feedback to UX and product teams based on customer requests. Advocate for customer needs to overcome challenges and maintain momentum. Coordinate with internal teams to maximize customer value from products. Introduce new features and offers tailored to customer situations. Monitor key metrics like customer health, upsells, and churn to drive results.