Job summary
Job post source
This job is from a recruiting firm hiring for a separate company.
Job overview
The Customer Experience Manager role involves leading customer success, support, and advocacy efforts to help game studios maximize value from a SaaS gaming platform, impacting client retention and growth.
Responsibilities and impact
The role includes being the main contact for customers, troubleshooting issues, creating self-service content, tracking customer satisfaction, collaborating on marketing case studies, and building scalable support and success processes.
Experience and skills
Requires 3-5 years in Customer Success, Support, or Experience roles, strong communication and problem-solving skills, experience in SaaS or technical customer environments, and familiarity with the gaming industry; fluency in English and EMEA location are required.
Work environment and culture
The company operates a remote-first, async work environment across multiple time zones with core hours around CET, emphasizing cross-functional collaboration.
Company information
The company is a remote-first SaaS provider supporting game developers with infrastructure for multiplayer, player data, and monetization, serving over 250 studios globally and scaling rapidly.
Team overview
The candidate will report to the Head of Customer Success and work cross-functionally with Product and Growth teams.
Job location and travel
Remote-first with core working hours CET ±2, targeting candidates located in EMEA.
Application process
Applicants should apply via HiCareer and share what excites them about the role; responses may be limited due to high interest.
Unique job features
The role focuses on building scalable customer success playbooks, improving self-service content to reduce support tickets, and establishing customer communication rhythms.
Company overview
HiCareer is a social career platform designed to simplify and enhance career navigation by connecting job seekers with tailored opportunities and resources. Originally known as DoubleCloud, the company operates as a for-profit entity under the legal name Double AB. HiCareer provides a user-friendly platform where individuals can interact with like-minded professionals, access personalized job recommendations, and join a supportive community. By leveraging technology, HiCareer bridges the gap between businesses and talent, offering tools to streamline recruitment and career development. The platform is accessible via its website and mobile apps, making it a comprehensive solution for modern career advancement.
How to land this job
Tailor your resume to highlight your 3-5 years of experience in Customer Success, Support, or Customer Experience roles, emphasizing your ability to manage client relationships and improve customer journeys within SaaS environments.
Showcase your communication skills and problem-solving abilities, focusing on examples where you created self-service content, helped reduce support ticket volume, or enhanced customer satisfaction metrics like CSAT or NPS.
Apply through multiple platforms including the HiCareer corporate site and LinkedIn to maximize your chances of being noticed for the Customer Experience Manager role.
Connect with current employees in the Customer Success or Product teams at HiCareer on LinkedIn; use ice breakers such as commenting on recent product updates or asking about the challenges of supporting game studios remotely.
Optimize your resume for ATS by incorporating keywords from the job description such as 'customer success,' 'SaaS,' 'gaming industry,' 'customer satisfaction,' and 'self-service content,' ensuring your application passes initial automated screenings.
Leverage Jennie Johnson's Power Apply feature to automate applying through multiple channels, tailor your resume for ATS, and identify LinkedIn contacts for networking, freeing you to focus on preparing for interviews and refining your pitch.
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