Full-Time Senior Customer Success Manager

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:

• Manage a portfolio of enterprise accounts.
• Guide clients through onboarding.
• Drive engagement, retention, and expansion efforts.
• Expertise in payments, e-commerce, and gaming industry dynamics.
• Technical proficiency to help clients maximize FastSpring’s solutions.
• Act as a trusted advisor to C-level executives and key stakeholders.
• Provide strategic and technical guidance, acting as a primary liaison to internal teams.
• Deliver measurable value to foster long-term client success and loyalty.
• 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 (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 (HTML, CSS, JavaScript, jQuery, CRM platforms like Salesforce, customer success tools like Gainsight).
• Data-driven mindset with strong analytical skills and experience leveraging tools like Looker.
• Exceptional problem-solving, communication, and relationship-building skills, influencing 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.

Estimated Base Pay Range: $120,000—$130,000 USD

Possible employment type: full_time

Possible allowed location: USA

Possible salary: $120,000 - $130,000 usd

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