Solsten is ushering in a new era of experience management by enabling personalization optimized for human potential and health. We enable global leaders and companies of all sizes across the gaming and healthcare industries to create and manage personalized experiences while obtaining a deeper level of audience understanding than ever before through our psychologically-based AI.

Solsten is the empathy engine of digital experiences. We provide our clients with the right insights and tools which empower them  - for the first time in the digital age - to truly resonate with their customers and end users.

At Solsten, everything is about the customer and the customer experience. This is the DNA of our product as well as the DNA of how we engage with our clients. As Customer Success Lead, you will grow and lead our Customer Success team. By living and breathing a "client first" culture, you will ensure that our customers receive the proverbial white glove service and perceive you as their trusted advisors. You will be responsible for building and continuously refining our Customer Success process to accelerate growing existing accounts and to deliver an exceptional customer experience.

This role requires a strong appetite for growth, high emotional intelligence combined with curiosity to understand our customers' needs, a strong business mindset, autonomy, and impeccable project management skills.

If you want to join a purpose-driven company, thrive on solving challenging problems, are intellectually curious and constantly want to learn as well as grow, enjoy high performance environments, are highly productive compared to your peers and a true team player, then read on and apply - we’re looking for people like you.

WHAT YOU WILL DO

  • Grow our Customer Success team in alignment with our strategic company growth as well as customers' needs.
  • Build, test, and continuously improve our Customer Success process to ensure an exceptional customer experience to our clients.
  • Holistically define and track our 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 our customer experience.
  • Establish yourself as a trusted advisor to our customers in order to help them achieve their strategic goals with Solsten.
  • Maintain and develop customer success strategies and best practices across all of our product and customer verticals.
  • Evaluate, and implement our Customer Success tool stack depending on a variety of needs across our Customer Success process.
  • Drive the successful adoption, onboarding, as well as continued value add to help customers realize the business value of our platform.
  • Form strategic relationships with key stakeholders to understand a customer’s business within their industry and develop strategic roadmaps.
  • Take a leadership role in customer relationships and navigate our Customer Success team to mitigate complex escalations.
  • Partner with our Sales team to develop strategic and technical plans that help customers achieve their business objectives with Solsten.
  • Build a consistent and strong feedback loop to our product team to share, discuss, and prioritize customer requests in accordance with our product roadmap.
  • Introduce new features, best practices and offers to our customers that add value according the customers' unique situation and position.

YOUR BACKGROUND

  • Bachelor’s degree or equivalent practical experience.
  • You bring a minimum of 7 years of customer-facing experience, interfacing with executives and and a wide range of customer stakeholders, ideally in Gaming and SaaS companies.
  • You have build and led high performing customer success teams in the past.
  • You bring great experience navigating customer organizational structures, defining milestones, success criteria, resource allocation, and on-time delivery.
  • You are business-driven and can immediately build a strong understanding of where Solsten can accelerate our customers achieving internal KPIs and goals.
  • You bring experience in partnering with Sales and Marketing teams to coordinate, communicate, and deliver the best possible customer experience to our clients.
  • You are a master of empathy, care deeply about people, and understand our customers and their needs as well as anybody.
  • You have a passion for understanding and improving onboarding, growth, and engagement models for our customers.
  • You bring a strong passion for games and a high motivation to build a deep understanding of our products.
  • You are a self-motivated team player and thrive on working in fast-paced environments with minimal oversight.
  • You are a great communicator and communicate proactively and straightforward, while demonstrating excellent written and oral communication skills.
  • You listen well. You create alignment by default and can drive hard decisions when needed. You push the pace. People love working with you.
  • Last but not least, you possess excellent time management skills with the ability to prioritise and shift workload to meet deadlines.

WHAT WE OFFER

You will join an international and dedicated team in a growing company, with plenty of opportunities for impact and personal growth. We are working from Berlin in Germany, Los Angeles and Minneapolis in the US, and even Taipei in Taiwan. We enjoy working together and value respect, honesty, and openness. Some of the immediate benefits of working at Solsten are:

  • Top of market compensation
  • Flexible work-schedule
  • State of the art equipment and work station
  • Learning budget & access to curated means of personal development
  • Support with relocation & visa application
  • Flexible work-from-home policy

HIRING PROCESS

We are actively hiring despite the pandemic, and we have adapted our processes accordingly. Our team is working in a remote-first fashion, and all interviews will be conducted remotely by default.

Solsten is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national or ethnic origin, genetics, disability nor age.

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