Solsten

Senior Customer Success Manager (B2B Gaming Industry)

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As a Senior Customer Success Manager at Solsten, you will be a trusted advisor for existing gaming customers, focusing on building and refining the Customer Success process. You will be responsible for driving successful adoption, onboarding, and value-add for clients, understanding their business, and developing strategic roadmaps. Key responsibilities include owning a book of business, managing escalation, improving the customer experience, and driving key Customer Success metrics. The role requires a strong understanding of the product, a focus on customer needs, and the ability to work in a fast-paced environment.

Senior Customer Success Manager

<h3><strong>THE COMPANY</strong></h3> <p><span style="font-weight: 400;">Solsten is advancing the human experience by empowering companies to build deeply resonating and healthier human-centered digital experiences and products.</span></p> <p><span style="font-weight: 400;">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.</span></p> <h3><strong>THE ROLE</strong></h3> <p><span style="font-weight: 400;">At Solsten, everything is about the customer and their experience. This is the DNA of our product and at the core of how we engage with our clients. As a </span><strong>Senior Customer Success Manager</strong><span style="font-weight: 400;">, you will be the trusted advisor for our existing gaming customers. By living and breathing a "client first" culture and deeply understanding the day-to-day reality of our clients, 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.</span></p> <p><span style="font-weight: 400;">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.</span></p> <h3><strong>WHAT YOU WILL DO</strong></h3> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">You will own your own book of business. This means you will drive the successful adoption, onboarding, as well as continued value add to help your clients realize the business value of our platform with a direct impact on your compensation.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Intimately understand our product, gaming, psychology, and how to build better experiences using it, with a constant pulse on what we’re building next.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Form strategic relationships with key stakeholders to understand our customer’s business within their industry and develop strategic roadmaps for how Solsten grows with them.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Own escalation management as well as the overall support and services relationship with our customers. This will ensure tracking key operational metrics while identifying and remediating any pain points.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Continuously plan, test, and improve our Customer Success process to ensure an exceptional customer experience to our clients.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Build a consistent and strong feedback loop to our UX and product team to share and discuss customer requests that are prioritized by the product team.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Advocate for customer needs in order to overcome technical challenges and to maintain customer momentum.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Manage the involvement of Client Partners, Solution Engineers, and other functions within Solsten to support the customers in generating the most value from our product and expertise.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Introduce new features, and offers to our customers that add value according to the customers' unique situation and position.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Own key 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.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Bring a great sense of humor, tact, and ability to be empathetic and personable to clients, building rapport and trust with a deep passion for helping companies to become more player and human-centered.</span></li> </ul> <h3><strong>WHAT WE’RE LOOKING FOR</strong></h3> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Bachelor’s degree in Business, Psychology, or equivalent practical experience as a Customer Success Manager.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You bring a minimum of 4 years of customer-facing experience, interfacing with executives and a wide range of customer stakeholders, ideally in Gaming and SaaS companies.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You bring great experience navigating customer organizational structures, defining milestones, success criteria, resource allocation, and on-time delivery.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You are business-driven and can immediately build a strong understanding of where Solsten can accelerate our customer's achieving internal KPIs and goals.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You bring experience in partnering with Sales and Marketing teams to coordinate, communicate, and deliver the best possible customer experience to our clients.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You are a master of empathy and insight- you understand our customers and their needs better than anyone.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You have a passion for understanding and improving onboarding, growth, and engagement models for our customers.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You bring a strong passion for all of the following: games, game UX, psychology, personalization, player-centered experiences, and a high motivation to build a deep understanding of our products and translate the value to our customers.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You are a self-motivated team player and ability to work in fast-paced environments with minimal oversight.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You are a great communicator and communicate proactively and straightforward, while demonstrating excellent written and oral communication skills.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You listen well. You create alignment by default and can drive hard decisions when needed. You push the pace. People love working with you.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Last but not least, you possess excellent time management skills with the ability to prioritize and shift workload to meet deadlines.</span></li> </ul> <h3><strong>YOUR SOLSTEN EXPERIENCE</strong></h3> <p><span style="font-weight: 400;">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.</span></p> <p><strong>Here are some of the things our current employees appreciate:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Competitive, location-based salary</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible paid time off (unlimited with a minimum requirement of 25 days off)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Annual Wellness &amp; Experience bonus</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">100% employer-paid health benefits for employee and dependent(s)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible spending accounts for dependent care and healthcare expenses.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Home office setup: laptop and necessary peripherals</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">A people-first culture with a major emphasis on experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">A company that is invested in you, your ideas, and your growth</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">An opportunity to join a quickly scaling startup</span></li> </ul> <h3><strong>WHERE YOU WILL WORK</strong></h3> <p><span style="font-weight: 400;">Our team is spread out across the world, with hubs in Berlin, Helsinki, New York, and Minneapolis. Working in a fully remote capacity, this role offers you the freedom to work from wherever you choose and the flexibility to manage your own schedule. If you are based in a city where we have an office, you are welcome to work from the office.</span></p> <p><span style="font-weight: 400;">#LI-Remote</span></p> <h3><strong>OUR COMMITMENT</strong></h3> <p><span style="font-weight: 400;">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.</span></p> <h3><br><br><br></h3>

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<em>OKX will be prioritising applicants who have a current right to work in Singapore, and do not require OKX's sponsorship of a visa.<br><br></em>
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At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.
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OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.
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Across our multiple offices globally, we are united by our core principles: <em>We Before Me</em>, <em>Do the Right Thing</em>, and <em>Get Things Done</em>. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.
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OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.
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<strong>About the Opportunity</strong>
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The Compliance function at OKX is responsible for the overall compliance culture at the company.
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We are a team of risk-minded problem solvers who advise the business on the company’s regulatory obligations and enterprise risk. AML/CTF and Sanctions risk management is a core pillar of our Compliance programme and a key area of risk that we proactively seek to mitigate.
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The position reports directly to the Head of Compliance, OKX International.
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<strong>What You’ll Be Doing</strong>
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Participate, track and monitor compliance reviews and investigations.
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Make determinations and decisions on cases investigated.
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Conduct additional research to ascertain validity of matches/findings.
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Prepare STR materials and draft STR narratives.
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Assist with special projects as needed, with the ability to work in a fast-paced, ever-changing environment.
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Engaging cross-functionally (with groups such as Data, Engineering, Finance, Legal, Product, and Risk) to implement an effective compliance management program in line with the global standards and industry best practices.
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<strong>What We Look For In You&nbsp;</strong>
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Bachelor's degree or equivalent practical experience.
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Knowledge of AML/CFT/Sanctions/KYC and industry best practices.
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Proven ability to work within and meet deadlines in a fast-paced environment.
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 <li class="ace-line ace-line old-record-id-LqoXdDKvGoxwdvxDWrnlcryTgMh" data-list="bullet">
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Self-motivated, critical thinker and adept at working independently and in a dispersed team environment covering multiple and varied tasks.
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Intuitive, highly ethical and comfortable to question and challenge.
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Strong communication and presentation skills, both verbal and written.
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<strong>Nice to Haves</strong>
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3+ years experience in conducting AML/KYC related account activity analysis, due-diligence, and investigations in a financial services institution.
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Prior experience working in a multi-national or matrix environment.
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Prior experience working in the crypto industry.
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Familiarity with commonly used AML and Compliance tool(s), such as Chainalysis, World Check, etc.
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Relevant industry certifications, e.g., CAMS, ICA.
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 <p>
&nbsp;<strong>Perks &amp; Benefits&nbsp;</strong>
</p>
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Competitive total compensation package
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L&amp;D programs and education subsidy for employees' growth and development
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Various team building programs and company events
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Wellness and meal allowances
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Comprehensive healthcare schemes for employees and dependants
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More that we love to tell you along the process!
</li>
 </ul>
 </div>
 </div>
 </div>
 </div>

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