Senior Customer Success Manager
- Fastspring
-
Verified
Job Description
Company Overview:
FastSpring is the trusted ecommerce platform, partnering with software and SaaS companies globally to enhance product sales and foster global competition. With over 10 million transactions annually for 3,500+ companies across 200 countries, our platform supports transactions in every major currency. Recognized for workplace excellence and backed by AKKR, we maintain profitability and a diverse, inclusive culture. Join us to grow and innovate in a globally-minded, customer-focused environment.
Founded in 2005, FastSpring is a privately owned company headquartered in Santa Barbara with offices in Amsterdam, Belfast and Halifax.
The Senior Customer Success Manager will build and maintain strategic relationships with enterprise clients, focusing on the video gaming industry. This role emphasizes customer satisfaction, retention, and account growth by collaborating with internal teams to deliver exceptional customer experiences.
Key responsibilities include managing a portfolio of enterprise accounts, guiding clients through onboarding, and driving engagement, retention, and expansion efforts. The role requires expertise in payments, e-commerce, and gaming industry dynamics, along with technical proficiency to help clients maximize FastSpring’s solutions.
As a trusted advisor, you will interact with C-level executives and key stakeholders, providing strategic and technical guidance, and acting as a primary liaison to internal teams. Your ability to deliver measurable value will foster long-term client success and loyalty.
Responsibilities:
- Build and maintain strong relationships with key stakeholders in assigned gaming industry accounts, acting as a trusted advisor and thought leader.
- Proactively identify and address client needs to drive satisfaction, feature adoption, retention, and account growth.
- Collaborate with internal teams, including sales, support, engineering, and product, to deliver seamless client experiences and manage customer success strategies.
- Deeply understand client business models and challenges within the video gaming sector, tailoring solutions to align with their goals and industry best practices.
- Advocate for client needs within FastSpring, providing insights to enhance processes and improve the customer journey.
- Conduct strategic business reviews and operational analyses, presenting insights on metrics such as revenue impact, product ROI, and growth opportunities.
- Support seamless integrations and successful implementation of FastSpring’s platform, working closely with clients and internal technical teams.
- Represent FastSpring at client meetings and industry events, occasionally requiring travel (up to 20%) and flexible working hours to collaborate across time zones.
Qualifications:
- Proven experience in customer success, account management, or a similar role, with a focus on enterprise accounts and senior stakeholder engagement.
- Strong knowledge of the video gaming industry, payments, e-commerce, and subscription-based/SaaS business models.
- Technical proficiency, including front-end web development (HTML, CSS, JavaScript, jQuery), CRM platforms (e.g., Salesforce), and customer success tools (e.g., Gainsight).
- Data-driven mindset with strong analytical skills and experience leveraging tools like Looker to analyze performance and drive measurable results.
- Exceptional problem-solving, communication, and relationship-building skills, with the ability to navigate complex customer relationships and influence decision-makers.
- Ability to manage multiple priorities, adapt to dynamic environments, and meet deadlines.
- Bachelor’s degree or equivalent experience; advanced degrees are a plus.
- Preferred candidates are based in the Central Time Zone, with a preference for those in the Austin, Texas area.
About the Company:
FastSpring is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with FastSpring without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.
