Customer Success Manager

About Pragma

Pragma is supporting healthy and vibrant online communities by creating a backend game engine— a platform of services and tools that enable game studios to launch live-service games.

You'll be joining a passionate, remote-first team (PT time zone) comprised of people that have scaled games such as League of Legends and Destiny 2 and many more games while at Riot, Bungie, PopCap, and EA. Team members have also scaled platforms at traditional tech companies including Google, Amazon, Microsoft, SendGrid and Tableau. We are grateful to have partnered with top-tier investors including Greylock, Upfront Ventures and Insight Partners

About the Role

We're seeking a dedicated Customer Success Manager to oversee the relationship between Pragma and our valued customers. Our goal is to provide a seamless experience that integrates us into our customers' development teams, fostering a sense of partnership rather than that of an external vendor.

In this role, you'll regularly engage with customers to understand their needs, facilitate their onboarding onto our platform, address inquiries about our products, and assist them in preparing for key milestones. To excel, you'll need a deep-seated customer focus, a curious technical mindset, and a knack for cross-functional collaboration.

Responsibilities

• Learn how to use Pragma, which is technical in nature, and be able to effectively teach its features and benefits to customers
• Provide prompt and proficient technical support to customers, resolving any issues they encounter.
• Collaborate with customers to devise and implement innovative solutions within the Pragma Ecosystem to expand beyond core Pragma features.
• Lead and manage customer launches, including Alphas, Betas, and Public Launches, ensuring smooth rollouts of their games to players.
• Cultivate and nurture strong relationships with customers to ensure their ongoing success and satisfaction.
• Showcase Pragma's features and capabilities to prospective customers, contributing to the expansion of our client base.
• Serve as a valuable resource to our Product teams by offering insights into how customers utilize Pragma and providing feedback for product enhancement.

Qualifications

• Exceptional communication skills to forge collaborative relationships with game studios, embodying a team-like approach.
• Minimum of 2 years of experience in a Customer Success Manager or related role, preferably within the tech industry.
• Proficiency in reading and understanding code, enabling you to grasp technical intricacies and effectively troubleshoot issues.
• Strong problem-solving abilities and a knack for resolving technical challenges efficiently.
• Excellent organizational skills and the ability to manage multiple projects and priorities effectively.
• Demonstrated ability to empathize with customers' challenges and advocate for their needs within the organization.

Job Benefits

• A remote-first work environment with semi-annual in-person meetups
• Competitive pay
• 100% employer-paid medical, dental, vision coverage for primary policyholders; 80% employer-paid coverage for eligible dependents.
• 401(k) retirement plan with company match
• Flexible vacation
• Remote friendly perks such as snacks delivered monthly
• Paid parental and family care leaves
• Long term and short term disability

Pragma is committed to creating a diverse work environment. All qualified applicants will receive consideration without regard to race, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.