THE COMPANY
Solsten is advancing the human experience by empowering companies to build deeply resonating and healthier human-centered digital experiences and products.
At the intersection of play, psychology, and AI, our suite of products (Traits, Navigator, Frequency, and Wavelength) give companies in the Gaming and Healthcare industries the ability to understand and meet their audiences’ experiential expectations at every step of their journey—ushering in a new era of technology that is better for people, and brilliant for businesses
THE ROLE
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 the Vice President of Customer Success, you will grow and lead our global 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 advisor and partner. You will be responsible for building and continuously refining our Customer Success strategy and process to fuel the growth of Solsten’s existing accounts and deliver an exceptional customer experience. This role requires a strong appetite for growth, high emotional intelligence combined with a curiosity to understand our customers' needs, a strong business mindset, autonomy, and impeccable project management skills.
WHAT YOU WILL DO
- Grow our Customer Success team in alignment with our strategic company growth as well as customer needs.
- Create and implement nurturing strategies to drive the successful adoption, continued usage, and expansion across products of the Solsten platform to maximize business value for our customers.
- Build, test, and continuously improve our Customer Success process to ensure an exceptional customer experience for 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.
- 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 for 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 to the customers' unique situations.
WHAT WE’RE LOOKING FOR
- Bachelor’s degree or equivalent practical experience.
- You bring a minimum of 8 years of customer-facing experience, interfacing with executives and a wide range of customer stakeholders (experience in Gaming is considered a plus).
- You have built and led high-performing customer success teams in the past.
- You demonstrated the ability to navigate 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 in achieving their 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 are passionate about human-centered experiences, highly curious about video games, and possess strong technical skills 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 straightforwardly 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 prioritize and shift workload to meet deadlines.
YOUR SOLSTEN EXPERIENCE
At the heart of Solsten is our people. We pride ourselves with the incredible team that makes up the company and are deeply humbled by each one of our employees. We have grown beyond measure and have amassed an incredible team of talented, passionate, and amazing individuals. It is our biggest priority to give all members of Solsten the space and motivation to WANT to journey on this career path with us and continue to be a part of our success. Here are some of the things our current employees appreciate:
- Competitive, New York-based base salary: $200-250,000 Annually
- Flexible paid time off (unlimited with a minimum requirement of 25 days off)
- Annual Wellness & Experience bonus
- 100% employer-paid health benefits for employee and dependent(s)
- Flexible spending accounts for dependent care and healthcare expenses.
- Retirement savings plan
- Home office setup: laptop and necessary peripherals
- A people-first culture with a major emphasis on experience
- A company that is invested in you, your ideas, and your growth
- An opportunity to join a quickly scaling startup
WHERE YOU WILL WORK
At the heart of Solsten is our people. We pride ourselves with the incredible team that makes up the company and are deeply humbled by each one of our employees. We have grown beyond measure and have amassed an incredible team of talented, passionate, and amazing individuals. It is our biggest priority to give all members of Solsten the space and motivation to WANT to journey on this career path with us and continue to be a part of our success.
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OUR COMMITMENT
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, or age.
