Strategic Customer Success Manager

📋 Description

• Build and nurture strategic relationships with VIP and enterprise clients.
• Understand partner goals via structured discovery and dialogue.
• Monitor partner health, identify risks early, and drive action.
• Own escalation management with urgency to protect relationships.
• Advocate for the voice of the customer across product, sales, eng, and support.
• Lead end-to-end execution of partner deliverables.
• Identify upsell, cross-sell, and expansion opportunities for growth.
• Propose new products and features aligned to partner objectives.
• Conduct Executive and Quarterly Business Reviews to assess health and KPIs.
• Track customer success metrics and translate data into strategic recommendations.
• Maintain accurate records of partner interactions, health signals, and opportunities.

🎯 Requirements

• Bachelor's Degree or equivalent experience.
• 5+ years in Strategic Customer Success/Enterprise AM or senior client-facing roles.
• Executive-level communication to engage and influence C-suite stakeholders.
• Proactive, solutions-oriented; identify risks early and mitigate.
• Ability to manage a complex, high-demand portfolio with autonomy.
• Cross-functional collaboration across product, engineering, sales, and support.
• Data-driven approach; translate health metrics and KPIs into insights.
• High emotional intelligence; de-escalate high-pressure conversations.
• Proficient in Salesforce; familiarity with JIRA and Confluence.
• Gaming industry experience is a strong plus.

🎁 Benefits

• 100% company-paid medical, dental, and vision plans.
• Unlimited Flexible Time Off.
• Career roadmap and professional development opportunities.
• Collaborative, game-focused workplace culture.