Gaming? Check. Esports? Check. Hardware? Check. Software? Check. We could go on and on.  The point is we've been helping gamers get better since 2001.  In fact, Esports pros have won more money using SteelSeries products than any other brand and we're just getting started. Esports and Gaming are multi-billion-dollar industries, and we're going to continue supporting them through innovative gear and software gamers need and love.  We believe in being true to the gaming community, which means being true to ourselves. We create products that help the best of the best be better, and products that help the not-so-good feel not-so-bad.  Most of us are gamers, but you don't have to be, we promise!  Just don't be surprised if you become one within a few weeks of starting! 

Want to see what we're up to? Find us on social media, where we're highlighting our community, amazing partners, and products!

ABOUT YOU:

The Manager of Customer Success will lead SteelSeries’s eCommerce Customer Success teams; be a significant factor in driving rapid revenue growth for our direct to consumer customers and collaborate closely with SteelSeries’s leadership team.  In addition to leading the Success Team, the individual will be designing and delivering sophisticated strategic plans to provide world class support to our customers.

The Manager of Customer Success should provide a blend of strategic counsel, innovation, detail-orientation, technical prowess and leadership / management skills.

NECESSARY SKILLS:

• Manage a team of Customer Success Specialists for the direct-to-consumer channel
• Promote a best-in-class experience on SteelSeries.com
• Build and cultivate relationships with executive leadership
• Promote operational effectiveness in supporting customers
• Create escalation plans to ensure internal stakeholders know of potential business issues
• Establish best practices and thought leadership within the support function
• Hire, onboard and develop team members to progress their career at SteelSeries
• Contribute to a company-wide culture of customer success
• Directly interact with customers to resolve conflicts and issues with the goal of improving and maintaining positive relationships with SteelSeries

WITHIN 1 MONTH YOU WILL:

Learn the direct-to-consumer customer touch points. Meet with all stake holders internally to understand the needs and opportunities for the Customer Success function. Meet with all current Customer Success team members to understand the internal team structures and processes for supporting our customers.

WITHIN 3 MONTHS YOU WILL:

Begin creating internal training and growth plans as well as organization and structural best practices around communication, support, and escalation. Identify potential opportunities for streamlining processes and providing additional value.

WITHIN 9 MONTHS YOU WILL:

Have a structured onboarding and training process. You will have built a streamlined reporting and communication structure that provides best in class service to our customers, as well as creating internal communication plans to be ahead of product launches and provide feedback to internal stakeholders of what our customers are experiencing to identify strengths, opportunities, and threats that require escalation.

FUN STUFF

Competitive salary

Great benefits

Free gear and games