Senior Strategic Customer Success Manager, Gaming – Prediction

Role Overview

• Build trusted relationships with executives and operational stakeholders across customer organizations.
• Act as the customer’s advocate internally, ensuring their needs influence product, support, and go-to-market priorities.
• Position our solutions as enablers of the customer’s most strategic business initiatives.
• Lead joint success planning to align customer goals with solution capabilities.
• Partner with Solution Consultants to interpret adoption signals and connect them to measurable business outcomes.
• Provide Account Executives with health insights that inform renewal and expansion strategies.
• Lead executive business reviews (EBRs) with data-driven updates on ROI, outcomes, and roadmap alignment.
• Facilitate model governance sessions to ensure transparency, compliance, and confidence in solution performance.
• Run cross-line-of-business and global alignment programs to unify strategy and execution across customer divisions or regions.
• Support change management, benchmarking, and operational excellence programs that help customers scale solutions across the enterprise.
• Promote advocacy by identifying opportunities for customers to serve as references, case studies, or industry champions.
• Own the holistic view of account health, combining adoption, engagement, and satisfaction data.
• Identify risks early and orchestrate internal resources to mitigate churn.
• Provide structured reporting and health insights to customers and internal stakeholders.
• Ensure customers receive timely support and guidance across all engagements.
• Take ownership of managing and resolving critical escalations with urgency and transparency.
• Partner with internal stakeholders to remove friction and ensure seamless customer experiences.
• Lead complex customer programs and set the standard for strategic enterprise engagement.
• Channel customer feedback into product innovation and roadmap direction.
• Mentor junior teammates, fostering a culture of learning and growth.

Requirements

• You consistently deliver a clear, actionable view of account health, combining adoption insights, engagement, and satisfaction.
• Customers see you as a strategic advisor and executive partner, deepening trust across all levels — from operational users to C-suite sponsors.
• You lead impactful executive business reviews, governance forums, and cross-organizational programs that reinforce ROI and alignment.
• Net Dollar Retention (NDR) and Customer Lifetime Value (CLV) improve across your portfolio as a result of proactive engagement.
• Churn risk is identified and mitigated early, leading to stronger retention.
• Customers actively participate in advocacy programs (references, case studies, advisory boards).
• Account Executives and Solution Consultants view you as the orchestrator of success, ensuring all functions stay aligned.
• Escalations are resolved quickly and transparently, reinforcing confidence in our partnership.
• Junior teammates benefit from your mentorship, raising the capability of the entire team.

Benefits

• Offers Equity
• Offers Bonus