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

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Requirements:

• 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.

Responsibilities:

• 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.